Customer Support Manager

Accountabilities

• • Oversee daily Customer Support operations, ensuring customer communications are handled promptly, clearly, professionally, and with a high standard of care.
  • Manage team performance, attendance, scheduling, and channel coverage while maintaining clear expectations and accountability.
  • Coach, develop, and support supervisors and team leads to improve individual performance, team effectiveness, and service quality.
  • Identify recurring customer issues and operational gaps, investigate root causes, and partner with relevant teams to develop solutions that improve customer experience and support operations.
  • Escalate significant issues, operational risks, and improvement recommendations to the Director of Customer Support with clear context and actionable insights.
  • Work closely with Production to resolve issues involving manufacturability, order accuracy, job status, and other operational concerns.
  • Maintain strong coordination between Customer Support and Production to promote efficient, timely, and effective issue resolution.
  • Implement processes, tools, and workflows introduced by Customer Support leadership and ensure consistent adoption across the team.
  • Reinforce training standards, identify skill gaps, and ensure support employees have the knowledge and resources required to perform effectively.
  • Monitor customer support metrics and performance data to identify trends, opportunities, and areas requiring intervention.
  • Provide regular leadership updates on team performance, key challenges, customer issues, and opportunities for operational improvement.
  • Promote a positive, collaborative, and accountable support environment focused on ownership, follow-through, and continuous improvement.

  Requirements

  • 3–5+ years of experience in customer support, customer service, or a related field.
  • 2+ years of leadership experience managing team leads, supervisors, or frontline customer support employees.
  • Experience operating in a fast-paced, high-volume customer support environment.
  • Demonstrated ability to hold team members accountable while maintaining a positive, productive, and supportive team culture.
  • Strong written and verbal communication skills, including the ability to escalate issues clearly and provide actionable recommendations to leadership.
  • Familiarity with ticketing systems, CRM platforms, and customer support technologies such as Intercom, VOIP systems, or similar tools.
  • Ability to interpret customer support metrics and performance data to identify trends and drive improvements.
  • Strong organizational and prioritization skills, with the ability to manage multiple priorities and changing demands.
  • Comfort working in an evolving environment where processes, priorities, and operational requirements may change quickly.
  • A strong ownership mindset with consistent follow-through and accountability.
  • Experience working with Operations, Production, Engineering, or other technical teams is preferred.
  • Previous experience in a manufacturing or production-focused environment is a plus.
  • Experience using customer support reporting and data to improve team performance and customer experience is preferred.
  • Ability to work effectively from a home office, including maintaining reliable high-speed internet and a quiet, private, distraction-free workspace.
  • Ability to communicate effectively through video conferencing, phone, chat, and other remote collaboration tools.

  Benefits

  • Annual salary range of $85,000–$105,000.
  • Full-time employment.
  • Work-from-home opportunity.
  • Collaborative and fast-paced remote working environment.
  • Opportunity to lead and develop a customer support team.
  • Opportunity to contribute directly to customer experience and operational improvements.
  • Cross-functional exposure to Production and other operational teams.
  • A role focused on continuous improvement, accountability, and professional growth.