Customer Support Manager

📋 Description

• Build and scale Casechek's customer support function; lead a small team.
• Design scalable workflows, coverage models, routing, and escalation paths.
• Define, track, and report on KPIs; build dashboards and insights.
• Lead and develop the support team; hire and scale as the company grows.
• Manage escalations; ensure high-quality, empathetic support; partner with CS.
• Partner with Product and Engineering to surface bugs and drive product improvements.

🎯 Requirements

• 4+ years in customer support leadership, with experience owning processes or leading initiatives
• Experience building or improving support operations, not just working within them
• Strong analytical mindset with experience defining and using KPIs to drive performance
• Experience with support tools (Salesforce preferred, Talkdesk a plus)
• Excellent communication skills and ability to influence cross-functional partners
• Highly organized, accountable, and comfortable operating in ambiguity

🎁 Benefits

• Competitive salary and annual bonus
• Opportunity for long-term incentives (equity)
• 401(k) match
• Work-from-home flexibility (hybrid in Chicago or remote nationwide)
• Unlimited PTO
• Parental leave