Support Manager

Role overview

The Support Manager serves as the sole people manager for all hourly support agents across L1 and L2 tiers within a fast-growing consumer collectibles platform. This operational leadership role translates strategic customer experience direction into team-level execution, owns day-to-day queue health, manages escalations, and ensures collectors receive consistent, high-quality service. The position calls for someone who can balance hands-on coaching with operational rigor across evenings, overnights, and weekends.

Responsibilities

- Manage all hourly agents end-to-end, including performance reviews, development plans, disciplinary conversations, and the direct employment relationship - Oversee the Support Lead as a direct report and conduct regular 1:1s with every team member without exception - Own day-to-day queue health across ticket volume, SLA adherence, workload distribution, and shift coverage - Handle Level 3 escalations including payment disputes, churn-risk accounts, repeat contacts, and complex cases beyond the Support Lead's authority - Track support economics such as cost per contact, deflection rates, AHT, and FCR, and use platform data to drive decisions - Surface cross-functional customer experience issues to product, fulfilment, and risk teams within agreed timelines

Requirements

- 2–4 years in a high-volume customer support environment, with at least 1 year in a formal people management or senior lead capacity - Proven ability to manage performance, development, and retention for a team of hourly agents - Working knowledge of payments, fraud signals, escalation handling, and marketplace or platform support - Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and associated reporting tools - Operationally sharp, able to build and maintain schedules, coverage plans, and handoff structures without close supervision - Clear, direct communicator equally effective coaching an individual agent or presenting a staffing case to senior leadership

Nice to have

- Background in gaming, collectibles, e-commerce, or marketplace platforms - Experience supporting VIP or high-touch customer segments - Familiarity with crypto or Web3 withdrawal and wallet concepts - Experience managing a team through a period of rapid growth or operational restructuring

Benefits and work setup

- Remote-first organization built on high autonomy, low ego, and trust in distributed teams