Manager, Customer Support

The Role

We’re looking for a Support Manager who deeply cares about customers and understands that great support is built through strong systems, clear ownership, and disciplined execution.

This role is responsible for the day-to-day health of the support operation—ensuring customers get timely, high-quality help, agents are supported and developing, and our tools (including AI) are used intentionally to scale impact. You’ll balance people leadership with operational rigor, and you’ll be expected to think beyond “today’s queue” toward how we serve customers better tomorrow.

What You Will Do

• Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment
• Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards
• Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods
• Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them
• Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence
• Set clear expectations and follow through—recognizing great work and addressing gaps early
• Foster a culture of ownership, curiosity, and customer empathy
• Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support
• Reinforce high-quality workflows that balance speed, accuracy, and customer experience
• Help translate customer pain into actionable feedback—without noise or exaggeration
• Communicate clearly and confidently with stakeholders at multiple levels

What You Need to Succeed

• Professional Experience & Foundation
  • Proven Leadership: You bring 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement.
  • Talent Development: You have a passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability.
  • Communication Mastery: You are a clear, confident communicator who ensures partners and leadership are always aligned and never surprised.