Remote Customer Service Manager
RoShay Services · Greensboro, NC · 2 wk ago
OTHRFull-time
About the role
Fully remote Customer Service Manager overseeing a self-serve SaaS product launch.
Responsibilities
- Manage, coach, and support a distributed team of customer service representatives.
- Monitor ticket queues and team performance to meet SLAs.
- Review escalations and provide strategic resolution guidance.
- Coordinate team coverage to ensure consistent support delivery.
- Optimize workflows, scripts, and automation tools to enhance efficiency.
- Identify recurring user issues and communicate insights to product and engineering teams.
- Lead the development and maintenance of knowledge bases and training processes.
- Conduct regular team syncs and performance feedback sessions.
Requirements
- At least 2+ years managing customer support or service teams, preferably in SaaS or startup environments.
- Experience scaling support operations in a remote setting.
- Excellent communication, coaching, and leadership skills.
- Proficiency with tools like Slack, Intercom, Jira, Pylon, or similar.
- Data-driven approach to performance measurement and customer satisfaction.
- Must be based in the United States.