Customer Support Manager

Responsibilities

• SOP development: Build and maintain clear standard operating procedures for handling customer inquiries, common issues, and escalations.
• Proactive transformation: Shift the support function from reactive, ticket-by-ticket firefighting to a proactive, data-informed operation that catches issues before they escalate.
• Escalation management: Design and own the escalation framework for complex or high-priority customer issues, ensuring timely resolution and the right visibility to leadership.
• Day-to-day leadership: Own daily team operations, staffing, and scheduling to ensure consistent, high-quality customer coverage.
• Operational visibility & reporting: Catch issues early and surface those that affect the customer journey, both internally and externally. Build and maintain clear KPIs that increase visibility into the support experience and identify trends, bottlenecks, and coaching opportunities through consistent, meaningful reporting.
• Zendesk Ownership: Serve as the team's Zendesk subject-matter expert, owning system improvements and enhancements and championing change, while partnering with Customer Experience leadership and cross-departmental stakeholders to turn Zendesk data into meaningful, decision-ready reporting.
• Team management: Establish agent productivity standards; hire, coach, and develop customer support representatives through regular 1:1s and performance reviews to deliver a consistent, customer-centric experience aligned with COMC's Customer Service Communication Standards.
• Customer-centric culture: Champion a customer-first mindset across the team, and partner directly with Customer Success to jointly resolve, lead, and manage customer concerns, escalations, and initiatives.
• Cross-functional collaboration: Partner with Customer Experience leadership, product, and other operations teams to resolve recurring customer pain points at the source and support broader CX transformation priorities.
• Culture: Champion our C.A.R.D. culture (Collaboration, Accountability, Results, Diversity) and contribute meaningfully to COMC's mission of bringing joy to collectors.

Qualifications

• Proven experience building SOPs and processes in a customer support environment.
• Track record of moving a support team from reactive to proactive operations.
• Comfortable working with data and SLAs to guide day-to-day decisions.
• Strong people management skills, with experience managing frontline teams.
• Clear, calm communicator, able to lead through escalations and high-pressure moments.
• Strong, hands-on Zendesk experience, including knowledge management, routing rules, workflows, and configuration.
• Skilled at turning ticketing and support data into meaningful reporting, and comfortable partnering with CX leadership and cross-departmental stakeholders to deliver it.
• Organized and detail-oriented, comfortable owning the day-to-day tactical execution of the role.
• 3+ years of experience in a customer support or customer service leadership role.
• Demonstrated experience managing a team of customer support representatives.
• Experience building or improving SOPs and escalation processes in a support environment.
• Direct, hands-on Zendesk administration experience required (or equivalent depth with a comparable ticketing/CRM platform).
• Bachelor's degree preferred; equivalent experience considered.