Manager, Customer Support

Role overview Lead the daily work of a customer support team serving customers through phone, email, live chat, and SMS. You’ll balance hands-on case resolution with team leadership, coordinating coverage and standards across shifts while improving how support operates as demand changes.

Responsibilities - Manage queue health, service coverage, schedules, team huddles, and the shift’s on-call rotation across multiple support channels. - Coach and develop support specialists through regular one-to-ones, in-the-moment guidance, and performance reviews; mentor senior specialists as team leaders. - Take ownership of complex or sensitive escalations and decide when to delegate and when to work directly with the customer. - Coordinate shift handoffs and partner with customer success, AI operations, product, and engineering to resolve issues and improve routing, tools, and processes. - Track team KPIs, report results to leadership, and use quality reviews to distinguish coaching needs from product or tooling problems. - Improve support workflows, standard operating procedures, and AI-assisted practices to keep service consistent as volume grows.

Requirements - At least four years in customer support, including three or more years directly managing people; experience across live support channels is preferred. - Experience leading a team where AI is part of the frontline support experience. - Background managing support in production accounting or payroll, entertainment, finance, SaaS, or financial technology. - Strong operational judgment: ability to forecast demand, assign resources, build schedules, and scale team processes. - Confidence handling high-impact escalations and using data to explain team performance and priorities. - Clear, compassionate written and verbal communication, including under pressure. - Familiarity with support and collaboration tools such as Salesforce, Zoom Contact Center, Claude, Notion, Google Workspace, Linear, Slack, and co-browsing software.

Benefits and work setup - Remote work from the United States or Canada. - Paid time off, health and dental coverage, retirement-plan matching, learning opportunities, and contributions toward home office equipment and internet or mobile service.