Associate Manager, Customer Support - Remote

Overview

As an Associate Manager of Customer Support, you will directly supervise a team of frontline Support Specialists, ensuring performance, quality, and service-level expectations are consistently met.

In Short

• Manage the daily workflow and capacity of a team of Customer Support Specialists.
• Act as an escalation point for complex issues.
• Conduct regular 1:1s and support team members with goal setting.
• Ensure your team is meeting SLAs.
• Identify and escalate systemic issues impacting team productivity.
• Share frontline feedback to inform process improvements.
• Partner closely with peers and senior leadership.
• Develop and monitor efficiency metrics.

Requirements

• 3+ years in customer support or customer success.
• 1+ years of experience supervising or mentoring others.
• Comfort with workforce data management.
• Strong understanding of support metrics.
• Comfortable managing in a fast-paced environment.
• Passionate about coaching and developing others.
• Clear, empathetic communicator.
• Strong written communication skills.

Benefits

• A commitment to fostering flexible hybrid work.
• A generous PTO policy with a minimum of three weeks off.
• Free therapy coverage benefits.
• Competitive Medical, Dental, and Vision coverage.
• Employer-paid disability and life insurance.
• Eight weeks of paid Parental Leave.
• 401K retirement plan with matching.
• Travel to Denver once a year for annual Shift gathering.
• Fourteen company holidays.
• Company Shutdown between Christmas and New Years.