Manager, Customer Support

About the role

In this role, you will be responsible for leading a dynamic customer support team, with an emphasis on enhancing operational effectiveness and leveraging technology to improve service delivery. Your leadership will be crucial in mentoring team members, refining support processes, and driving initiatives based on data insights. This position requires a strategic mindset combined with strong people management skills to significantly enhance customer satisfaction. You will own the end-to-end performance of the customer experience function, translating business objectives into actionable plans for your team. You will champion the adoption of new technologies to solve complex support challenges proactively. Your focus will be on building a resilient and high-performing organization that delivers exceptional value to users. You will act as a key liaison between support operations and other departments to ensure alignment on customer priorities.

Key facts

What you'll do

• Lead and mentor a team of customer support professionals, focusing on their technical skills and operational effectiveness.
• Manage and enhance the administration of Zendesk, ensuring optimal workflows and automation processes are in place.
• Analyze key performance indicators such as Cost per Ticket and Customer Effort Score to pinpoint areas for improvement.
• Work collaboratively with cross-functional teams to identify and resolve customer issues at their source.
• Research, assess, and implement new AI technologies to bolster support capabilities and streamline operations.
• Develop training programs to elevate the skill set of customer support staff, ensuring they are equipped to handle complex inquiries.
• Monitor and report on team performance metrics, providing insights and recommendations to senior management.
• Foster a culture of continuous improvement within the team, encouraging innovative solutions to enhance customer experience.
• Engage with customers directly when necessary to understand their needs and gather feedback for service enhancements.
• Stay updated on industry trends and best practices in customer support to keep the team competitive and effective.
• Create and maintain documentation related to support processes and best practices for team reference.
• Ensure compliance with company policies and procedures while maintaining high standards of customer service.
• Utilize data to forecast staffing needs and optimize team deployment based on demand patterns.
• Drive the definition and tracking of quality assurance criteria to ensure consistent service delivery.

Requirements

• Demonstrated experience in managing customer support operations, with a focus on performance metrics, tools, and data-driven analysis.
• Proficient in Zendesk administration, including setup, configuration, and automation capabilities.
• Experience in integrating AI solutions into customer support workflows to enhance efficiency.
• Proven ability to coach and mentor team members with a technical background, fostering their growth and development.
• Strong analytical skills to interpret performance data and present actionable insights to various stakeholders.
• A collaborative mindset with a dedication to maintaining high standards and accountability within the team.
• Flexibility and resilience in adapting to changing work environments and evolving customer needs.
• Legal authorization to work in the U.S. is required, and candidates must note that visa sponsorship is not available for this position.
• Ability to work a schedule that includes Tuesday through Friday, starting at 6:00 AM EST, which requires reliable connectivity during these hours.
• Commitment to adhering to application deadlines and timelines as specified in the hiring process.

Nice to have

• Familiarity with tools such as Jira, Google Suite, Forethought, Slack, and Notion.
• Previous experience in a remote work environment, demonstrating effective communication and collaboration skills.
• Knowledge of customer support best practices and methodologies.

Practical notes

• Candidates must possess legal authorization to work in the U.S. and should note that visa sponsorship is not available for this position.
• The benefits package includes comprehensive health, dental, and vision insurance with full premium coverage for employees and their dependents, contributions to a Health Savings Account, a 401(k) plan with company matching, opportunities for professional development, and stipends for remote work.
• Applications will be accepted and reviewed continuously until the deadline of August 7, 2026.
• Please refrain from using AI tools during the application and interview process to ensure authenticity in your submissions.