Manager, Customer Care

About the role

For our client, we are seeking a Manager, Customer Care to join the team of a leader in the Enterprise Technology space. This role will oversee a customer support function focused on timely issue resolution, team development, and service quality across a technical environment. You will lead a team responsible for managing escalations, improving workflows, and strengthening the customer experience through consistent support delivery. The position also partners closely with Development and Product teams to resolve complex issues and drive productivity through the use of AI tools. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Lead and develop a team of Application Support Analysts
• Conduct performance reviews and growth conversations
• Set clear expectations aligned to customer care scorecards
• Identify skill gaps and develop targeted learning plans
• Monitor team workload to ensure timely resolution of issues
• Serve as the primary escalation point for complex customer issues
• Use AI tools to enhance team productivity and streamline workflows
• Collaborate with Development and Product teams for issue resolution

Qualifications

• 5+ years in technical customer support or care environments
• 2+ years of direct people management experience
• Proven ability to manage workloads and escalations in fast-paced settings
• Experience in process improvements for productivity and service quality
• Familiarity with AI tools and commitment to expanding AI fluency
• Strong troubleshooting skills for complex technical issues
• Excellent communication and interpersonal skills
• Bachelor's degree in a related discipline or equivalent experience

Benefits

• Opportunity for professional development and growth
• Engagement in innovative AI practices
• Collaborative work environment with cross-functional teams
• Exposure to modern support platforms and technologies
• Potential for travel to customer sites and user groups

Pay

$110,000 – $120,000 annually