Manager, Customer Support

Role overview Lead a customer support team and improve the quality, speed, and consistency of service. The role combines people management and day-to-day operations with data-led planning, process improvement, and work to scale support through automation and self-service.

Responsibilities - Coach and develop support staff, set performance expectations, and maintain onboarding and quality review practices. - Track customer satisfaction, response and resolution times, backlog, and service quality; use the results to guide improvements. - Plan staffing, schedules, queue coverage, and capacity to meet service needs. - Own customer escalations through timely resolution, clear communication, and appropriate follow-up. - Improve workflows, documentation, and processes to reduce manual work and recurring issues; identify opportunities for automation and self-service. - Work with product, engineering, customer success, and operations teams to address recurring problems and inform staffing and business decisions.

Requirements - At least five years in customer support, customer service, contact center operations, or a similar customer-facing environment. - At least two years managing people, including coaching, performance management, and team development. - A record of improving support metrics, service levels, and operational efficiency. - Experience with workforce planning, scheduling, queue management, and capacity forecasting. - Strong analytical, communication, and problem-solving skills, including using operational data to make decisions. - Experience handling escalations and improving support processes; able to bring structure to changing, fast-paced work.

Nice to have - Experience with high-volume, multi-channel or distributed support teams; support platforms such as Zendesk; or AI-enabled support, automation, self-service, and quality assurance. - Background in SaaS, technology, fintech, or a related field.

Benefits and work setup Remote work, flexible hours, mentorship and development opportunities, extended medical and dental coverage, healthcare and wellness spending accounts, an employee assistance program, and flexible time off.