Manager, Customer Support

About the Opportunity

The hiring organization is seeking a Manager, Customer Support to lead a customer support team across phone, email, live chat, and SMS. In this hands-on leadership role, the manager is fully accountable for the team during designated shift hours, driving daily operations, coaching and developing support specialists, and acting as the final escalation point for complex issues.

This is a full-time, remote role open to candidates in the United States and Canada. The position requires a seasoned operator who is comfortable navigating ambiguity, balancing delegation with hands-on problem-solving, escalating issues with clear recommendations, and strategically deploying resources to match incoming volume while partnering with cross-functional leaders to maintain consistent customer experience standards.

Key Responsibilities

• Own the daily operating rhythm for the team, maintaining queue health, coverage, and case-handling quality across phone, email, live chat, and SMS.
• Coordinate closely with counterpart managers during shift handoffs to ensure continuity of priorities and escalations throughout the day.
• Partner with cross-functional leadership across support, customer success, AI operations, product, and engineering to resolve escalations, address customer needs, and refine tooling, routing, and workflows.
• Lead, mentor, and develop a team of customer support specialists through regular one-on-one meetings, real-time coaching, and formal performance reviews.
• Partner directly with senior specialists, utilizing them as an extension of floor leadership while supporting their ongoing professional growth.
• Manage shift scheduling, daily huddles, and on-call rotations, allocating resources dynamically against incoming ticket volume.
• Act as the primary escalation point for complex or sensitive cases and handle situations where customers request managerial involvement.
• Exercise operational judgment on when to delegate tasks and when to step in directly to resolve customer matters.
• Incorporate AI tools into daily workflows to drive efficiency, while coaching and holding team members accountable to appropriate AI agent utilization.
• Track and report on team performance metrics and KPIs, using data to inform priorities and communicate team outcomes to leadership.
• Oversee the team's AI-assisted quality assurance program, utilizing insights to coach specialist performance and distinguish coaching opportunities from product or tooling defects.
• Develop, maintain, and optimize standard operating procedures (SOPs), workflows, and routing logic to support team consistency and operational scale.

Required Qualifications

• 4+ years of experience in customer support.
• 3+ years of direct people management experience.
• Experience leading a customer support team where AI serves as a frontline component of the support experience rather than solely a backend tool.
• Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech.
• Strong operational capability to forecast against incoming volume, allocate staff, and build scalable schedules, workflows, and standard operating procedures.
• Demonstrated ability to quickly absorb context, work independently, and manage a high-performing team with minimal oversight.
• Proven track record of sound judgment when resolving complex or high-visibility customer escalations.
• Strong analytical and metrics-reporting skills with experience owning and communicating team KPIs.
• Excellent written and verbal communication skills, with the ability to remain calm, clear, and empathetic under pressure.
• Familiarity with modern business tools and platforms, including Salesforce (SFDC), Zoom or Zoom Contact Center, Claude, Notion, Google Workspace, Linear, Slack, and co-browsing software.

Preferred Qualifications

• Experience leading a support team across multiple live channels simultaneously, including phone, email, live chat, and SMS.

Compensation and Benefits

• Competitive salary.
• Comprehensive health and dental coverage.
• Paid time off.
• Retirement plan with employer matching contribution.
• Professional learning and development opportunities.
• Home office and remote connectivity support.

Equal Opportunity Commitment

The organization is committed to providing a work environment free from harassment and discrimination for all individuals, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.