Customer Support Manager
Skills
- Customer support leadership experience.
- Team management across multiple shifts or time zones.
- Strong communication and collaboration skills.
- Experience with escalated customer interactions.
- Proficiency with support platforms like Zendesk and Intercom.
- Data reporting and analysis capabilities.
Responsibilities
- Lead and motivate Customer Support Associates and an Overnight Team Lead across three shifts.
- Conduct regular stand-ups for process and product alignment.
- Provide coaching, feedback, and recognition to team members.
- Manage scheduling for 24/7 support coverage and PTO approvals.
- Monitor SLA adherence and engage in high-volume support activities.
- Handle escalated customer issues with professionalism and empathy.
- Serve as liaison between Customer Support and Product teams for launch preparations.
- Share customer feedback with Product, Engineering, and Design teams.
- Generate and distribute weekly Customer Support performance reports to executives.
Education
- Bachelor's degree preferred but not explicitly required.
Benefits
- Equity ownership in the company.
- 401K matching program.
- Personal and professional development funds.
- Flexible PTO policy focused on well-being.
- Medical, dental, and vision insurance.
Average salary estimate
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