Manager of Customer Support

Join our team as a Manager of Customer Support, where you will lead one of our Customer Support teams across multiple channels including Phone, Email, Live Chat, and SMS. You will be responsible for daily operations, coaching and developing a team of Support Specialists, and serving as the final escalation point for complex cases. This is a hands-on role for a seasoned manager who is comfortable working in ambiguity and can strategize against incoming volume. You will also partner with fellow leaders across various departments to ensure a great customer experience.

Strong operational instincts — able to strategize against incoming volume, deploy resources accordingly, and build schedules, workflows, and SOPs that scale

Responsibilities

• Assurer la gestion quotidienne des opérations de l'équipe de support client, y compris la couverture, la santé des files d'attente et la qualité du traitement des cas.
• Diriger, coacher et développer une équipe de spécialistes du support client à travers des réunions régulières, un coaching en temps réel et des évaluations de performance formelles.
• Experience leading a support team where AI is front-line to the support experience, not just a backend tool

Requirements

• Collaborer étroitement avec d'autres leaders au sein de l'organisation pour garantir une expérience client exceptionnelle, résoudre les escalades et améliorer les outils, le routage et les processus.
• Excellent written and verbal communication skills — clear, compassionate, and calm under pressure
• Familiarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse
• Proven ability to absorb new context quickly, operate independently, and run a high-performing team with minimal oversight

Sound judgment handling complex or high-visibility escalations

• 4+ years of experience in customer support, with 3+ years managing people directly — ideally leading a team across multiple live channels (Phone, Email, Live Chat, SMS)
• Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech
• Strong data analysis and metrics-reporting skills — comfortable owning and communicating your team's KPIs

Pay

USD 110,000 - 178,000