Manager, Customer Support

Job Summary

The Manager, Customer Support is responsible for managing the end-to-end response system for customer complaints and escalated inquiries. This role ensures customer issues are routed, handled, and resolved at the appropriate organizational level and within established timelines.

Duties/Responsibilities

• Own and manage the customer complaint and escalation response system, ensuring all issues are logged, tracked, escalated, and resolved according to defined procedures.
• Serve as the senior escalation point for complex or high-impact customer issues requiring cross-functional coordination.
• Establish and enforce service-level expectations (SLAs) for response times, resolution timelines, and communication standards.
• Define, implement, and continuously improve standardized processes for complaint intake, escalation, investigation, resolution, and closure.
• Maintain compliance with internal policies and applicable regulatory requirements.
• Monitor adherence to complaint-handling procedures and ensure consistency across teams and regions.
• Ensure proper documentation, communication, and closure of all complaints and escalations.
• Partner with Quality and Compliance teams to ensure complaint handling meets internal policies and applicable regulatory requirements, where relevant.
• Lead, coach, and develop a team responsible for managing customer complaints and escalated inquiries.
• Set clear performance expectations related to responsiveness, resolution quality, and customer communication.
• Conduct regular performance reviews, provide coaching, and support professional development of team members.
• Foster a culture of accountability, professionalism, and customer advocacy within the support organization.
• Analyze complaint and escalation data to identify trends, root causes, and opportunities for systemic improvement.
• Drive corrective and preventive actions in partnership with Sales, Product, Operations, and Quality teams.
• Provide feedback and insights to leadership to support improvements in products, services, and customer-facing processes.
• Promote a proactive, customer-focused approach to issue prevention and resolution.
• Partner closely with Sales leadership to ensure customer issues are addressed in a way that preserves trust and long-term relationships.
• Collaborate with Operations, Product, Quality, and Engineering teams to resolve complex issues and prevent recurrence.
• Act as a customer advocate within the organization, ensuring customer concerns are appropriately prioritized and addressed.

Experience/Education

• Bachelor’s degree in Business, Communications, or a related field required.
• Minimum 5-8 years of experience in customer support, customer service, complaint management, or a related customer-facing function.
• 2-3 years of experience in a management or senior leadership role, overseeing escalation or response processes.

Knowledge and Skillsets Required

• Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations.
• An analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement.
• Ability to collaborate cross-functionally and influence outcomes without direct authority.
• A customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality.

Benefits

• Competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position.
• Annual bonus opportunity of 15% based on company performance.
• Annual equity award of $14,000.
• Outstanding Benefits and Perks, including:
• Tiered Medical, Dental, and Vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts.
• Company paid short term and long-term disability (unless covered by a state disability plan).
• Company paid life insurance and AD&DF.
• Flexible Time Off Policy.
• Paid sick leave of 48 hours per calendar year.
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life.
• Nine (9) paid company holidays per year.

Pay

Base Compensation Range: $101,500 - $127,000

Schedule

Not specified

Qualifications

• Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations.
• An analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement.
• Ability to collaborate cross-functionally and influence outcomes without direct authority.
• A customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality.

Skills

• Strong leadership and people-management skills.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills.
• An analytical mindset.
• Ability to collaborate cross-functionally.
• A customer-centric approach.

Benefits

• Competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position.
• Annual bonus opportunity of 15% based on company performance.
• Annual equity award of $14,000.
• Outstanding Benefits and Perks, including:
• Tiered Medical, Dental, and Vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts.
• Company paid short term and long-term disability (unless covered by a state disability plan).
• Company paid life insurance and AD&DF.
• Flexible Time Off Policy.
• Paid sick leave of 48 hours per calendar year.
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life.
• Nine (9) paid company holidays per year.

Pay

Base Compensation Range: $101,500 - $127,000

Schedule

Not specified

Qualifications

• Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations.
• An analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement.
• Ability to collaborate cross-functionally and influence outcomes without direct authority.
• A customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality.

Skills

• Strong leadership and people-management skills.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills.
• An analytical mindset.
• Ability to collaborate cross-functionally.
• A customer-centric approach.

Benefits

• Competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position.
• Annual bonus opportunity of 15% based on company performance.
• Annual equity award of $14,000.
• Outstanding Benefits and Perks, including:
• Tiered Medical, Dental, and Vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts.
• Company paid short term and long-term disability (unless covered by a state disability plan).
• Company paid life insurance and AD&DF.
• Flexible Time Off Policy.
• Paid sick leave of 48 hours per calendar year.
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life.
• Nine (9) paid company holidays per year.

Pay

Base Compensation Range: $101,500 - $127,000

Schedule

Not specified

Qualifications

• Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations.
• An analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement.
• Ability to collaborate cross-functionally and influence outcomes without direct authority.
• A customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality.

Skills

• Strong leadership and people-management skills.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills.
• An analytical mindset.
• Ability to collaborate cross-functionally.
• A customer-centric approach.

Benefits

• Competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position.
• Annual bonus opportunity of 15% based on company performance.
• Annual equity award of $14,000.
• Outstanding Benefits and Perks, including:
• Tiered Medical, Dental, and Vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts.
• Company paid short term and long-term disability (unless covered by a state disability plan).
• Company paid life insurance and AD&DF.
• Flexible Time Off Policy.
• Paid sick leave of 48 hours per calendar year.
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life.
• Nine (9) paid company holidays per year.

Pay

Base Compensation Range: $101,500 - $127,000

Schedule

Not specified

Qualifications

• Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues.
• Demonstrated expertise in complaint management, escalation frameworks, and service-level governance.
• Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations.
• An analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement.
• Ability to collaborate cross-functionally and influence outcomes without direct authority.
• A customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality.

Skills

• Strong leadership and people-management skills.