Role: Manager, Customer Support (Remote – United States). Our partner company is seeking an experienced customer support leader to build and transform a mission-critical software support organization. You will lead daily operations, coach a growing team, and implement scalable processes to improve customer experiences. You will work with leadership and cross-functional teams to achieve operational excellence through data-driven decisions and continuous improvement. This role blends hands-on leadership with people development, process optimization, and strategic execution, with autonomy to improve workflows and shape the future of a growing support organization.

Accountabilities: - Own daily execution, performance, and operational health of a remote customer support team - Manage queue health, ticket prioritization, backlog management, routing accuracy, SLA performance - Monitor metrics such as ticket volume, aging, response times, resolution times, CSAT, and quality scores - Lead ticket reviews, stand-ups, backlog management - Escalation point for complex issues; guide timely resolution - Directly manage agents and team leads; set expectations and drive accountability - Build QA and coaching programs; onboarding, training materials, knowledge resources - One-on-one development meetings; growth plans - Identify performance gaps and implement improvement plans - Partner with Customer Success, Product, Engineering, and Services to improve experiences and escalation processes - Support product launches and changes

Role: Manager, Customer Support (Remote – United States). Our partner company is seeking an experienced customer support leader to build and transform a mission-critical software support organization. You will lead daily operations, coach a growing team, and implement scalable processes to improve customer experiences. You will work with leadership and cross-functional teams to achieve operational excellence through data-driven decisions and continuous improvement. This role blends hands-on leadership with people development, process optimization, and strategic execution, with autonomy to improve workflows and shape the future of a growing support organization.

Accountabilities: - Own daily execution, performance, and operational health of a remote customer support team - Manage queue health, ticket prioritization, backlog management, routing accuracy, SLA performance - Monitor metrics such as ticket volume, aging, response times, resolution times, CSAT, and quality scores - Lead ticket reviews, stand-ups, backlog management - Escalation point for complex issues; guide timely resolution - Directly manage agents and team leads; set expectations and drive accountability - Build QA and coaching programs; onboarding, training materials, knowledge resources - One-on-one development meetings; growth plans - Identify performance gaps and implement improvement plans - Partner with Customer Success, Product, Engineering, and Services to improve experiences and escalation processes - Support product launches and changes