Manager, Customer Support

The Manager of Technical Support is a leadership role responsible for leading, coaching, and inspiring a team of technical support professionals to deliver excellent customer experiences. The role involves operational management, process optimization, and cross-functional collaboration to ensure support responsiveness and continuous improvement.

Location: Remote (US)

Salary: $110,000–$120,000/yr

Responsibilities

• Lead and develop people: Build a high-performing team through coaching, mentoring, and career development. Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee daily operations, including queue management, case assignment, service quality, and global coverage.
• Own team KPIs and reporting, including SLA attainment, backlog health, fix timeframes, CSAT, and escalation trends. Provide regular executive updates.
• Use CRM and support analytics to identify patterns, prioritize work, and drive proactive actions that prevent escalations.
• Act as the primary point of contact for major customer escalations. Lead resolution efforts with clarity, urgency, and professionalism.
• Conduct root cause analysis and corrective/preventive action reviews to close gaps in process, training, and product.
• Optimize policies and processes to remove friction and improve efficiency.
• Strengthen self-service resources and partner on enhancements that reduce customer effort.
• Evaluate and adopt new technologies that advance the support operating model, including automation and AI-assisted capabilities.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to protect and improve the customer experience.
• Support workforce management for forecasting, scheduling, and capacity planning.

Requirements

• Bachelor’s degree in Business, Management, Information Systems, or equivalent experience.
• 5–7 years in technical or customer support, with at least 3–5 years in a people leadership role (manager or team lead).
• Proven ability to lead, mentor, and develop high-performing teams in a dynamic environment.
• Strong command of support operations, including SLA management, escalation handling, and customer communications.
• Experience with CRM and support platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow.
• Demonstrated strength in analytics and reporting to drive decisions and improvements.
• Excellent communication skills with executive presence and the ability to align stakeholders.

Benefits

• Flexible time off
• Comprehensive medical, dental, and vision plans
• Family planning benefits
• 401(k) retirement savings plan with company match
• Health savings account with company contributions
• Flexible spending account
• Life, accident, and disability coverage
• Business travel insurance
• Employee assistance programs
• Other well-being benefits