Manager, Customer Support

About the role

We’re seeking a Manager to join our Customer Support team in a remote role. Candidates based in the Chicago, Dallas, or Atlanta areas are preferred. In this role, you’ll lead team performance by executing strategy, setting productivity and quality standards, and guiding day-to-day operations. You’ll oversee escalated support cases with a strong sense of urgency, partner closely with Development to ensure effective resolution, and identify trends to help drive smarter prioritization. Along the way, you’ll coach and empower your team, keeping everyone aligned to our goals, values, and commitment to delivering exceptional customer outcomes.

Responsibilities

• Own escalation KPIs, ticket prioritization, and end-to-end escalation management with Development
• Drive operational excellence through standardized processes, performance tracking, and continuous improvement
• Partner cross-functionally (Support, Development, Cloud, SysOps) to address priorities, risks, and blockers
• Lead and influence process improvements, identifying trends, friction points, and proactive solutions
• Manage, coach, and grow leaders and team members, ensuring performance consistency and strong culture
• Improve customer outcomes by overseeing escalations, readiness, and responding to CSAT/QA trends

Requirements

• 5+ years leading contact center escalation or customer support teams
• Proven ability to motivate teams and drive performance
• Strong data analysis skills to inform decisions
• Experience leading change (policies, processes, cross-team collaboration)
• Deep product knowledge and strong customer/team communication skills
• Jira, Confluence, Salesforce Service Cloud + defect triage; basic software development understanding preferred
• Bachelor’s degree or equivalent work experience in the areas of Contact Center or Customer Support leadership

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!

Benefits

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day. We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.

Pay

Our targeted starting base salary in the United States for this position ranges from $75,000 - $105,000 USD. To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.