Manager, Customer Support

📋 Description

• Own the daily execution, performance, and operational health of a customer support team while
• Manage and oversee daily support operations, including queue health, ticket prioritization, backlog
• Monitor support metrics such as ticket volume, aging, response times, resolution times, customer
• Lead ticket reviews, operational meetings, stand-ups, and backlog management routines to ensure
• Act as an escalation point for complex customer issues, providing guidance and ensuring timely
• Directly manage support agents and team leads by setting expectations, providing feedback, and

🎯 Requirements

• 5+ years of experience in customer support operations, including at least 2 years managing teams of
• Proven experience building, scaling, or significantly improving customer support operations and
• Hands-on experience managing support queues, triaging tickets, coaching agents, and improving
• Experience creating and managing QA programs that improve agent performance and customer
• Strong knowledge of modern customer support platforms such as Zendesk, including views, workflows
• Experience tracking and using support KPIs including CSAT, first response time, time to resolution

🎁 Benefits

• Competitive annual salary of approximately $100,000.
• Fully remote work environment for U.S.-based employees.
• Comprehensive medical, dental, and vision insurance coverage.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• 401(k) retirement plan.
• Flexible paid time off policy.