Manager, Customer Support

<h3>Accountabilities</h3><li>Oversee daily customer support operations across phone, email, live chat, and SMS, maintaining appropriate staffing coverage, healthy support queues, and high standards of case resolution.</li><li>Coordinate shift handoffs with fellow managers to ensure consistent priorities, seamless escalation management, and uninterrupted customer support throughout the day.</li><li>Lead, coach, and develop Customer Support Specialists through regular one-on-one meetings, real-time feedback, performance reviews, and individualized development plans.</li><li>Partner with senior Support Specialists, empowering them to provide day-to-day guidance and operational leadership while supporting their continued professional growth.</li><li>Manage team schedules, daily huddles, and on-call rotations, using incoming support volume and demand forecasts to allocate resources effectively.</li><li>Act as the final escalation point for complex, sensitive, or high-priority customer issues, providing informed recommendations and ensuring timely, customer-focused resolutions.</li><li>Collaborate with leaders across Support, Customer Success, AI Operations, Product, and Engineering to address customer needs, resolve recurring issues, and improve support tools, routing, and workflows.</li><li>Integrate AI tools into daily operations to improve productivity, and coach team members on their appropriate and effective use of AI agents.</li><li>Monitor and report on team performance metrics and key performance indicators (KPIs), using data to identify trends, guide operational decisions, and communicate progress to leadership.</li><li>Lead the team's AI-powered quality assurance program, using performance insights to identify coaching opportunities and distinguish individual development needs from product or tooling issues.</li><li>Develop, document, and continuously improve standard operating procedures, support workflows, and routing logic to ensure consistency, efficiency, and scalability as customer demand grows.</li><li>Balance hands-on problem-solving with effective delegation, ensuring the team operates independently while maintaining accountability for service quality and business outcomes.</li><li>Identify opportunities to improve customer satisfaction, reduce resolution times, optimize resource utilization, and strengthen the overall support experience.</li><h2>Requirements</h2><li>At least 4 years of experience in customer support, including a minimum of 3 years of direct people management experience.</li><li>Demonstrated experience leading customer support teams across multiple live channels, ideally including phone, email, live chat, and SMS.</li><li>Proven ability to independently manage daily operations, make sound decisions with minimal oversight, and lead high-performing teams in fast-paced or ambiguous environments.</li><li>Experience managing customer support operations where AI plays a direct role in customer interactions, rather than functioning solely as a backend tool.</li><li>Previous support management experience in production accounting, production payroll, entertainment, finance, SaaS, FinTech, or a related industry.</li><li>Strong operational judgment, including the ability to forecast incoming support volume, allocate resources, manage schedules, and develop scalable workflows and standard operating procedures.</li><li>Demonstrated ability to handle complex or high-visibility escalations with professionalism, empathy, and a solutions-oriented approach.</li><li>Strong analytical and reporting skills, with experience monitoring team KPIs, interpreting performance trends, and communicating insights to leadership.</li><li>Excellent written and verbal communication skills, with the ability to remain clear, compassionate, and composed under pressure.</li><li>Proven coaching and performance management skills, including the ability to provide constructive feedback, develop team capabilities, and foster accountability.</li><li>Experience using AI tools to improve operational efficiency, support quality assurance, and enhance team performance.</li><li>Familiarity with customer support and collaboration tools such as Salesforce, Zoom or Zoom Contact Center, Claude, Notion, Google Workspace, Linear, Slack, and co-browsing technology.</li><li>Strong organizational and problem-solving skills, with the ability to balance strategic planning, operational execution, and hands-on customer support when needed.</li><li>A collaborative leadership style and the ability to build productive relationships across teams while maintaining consistent service standards.</li><h2>Benefits</h2><li>
<strong>Competitive compensation:</strong>Annual salary based on geographic location, with the following US ranges:</li>
<li>Zone 1: $129,500–$178,000 for San Francisco, Los Angeles, Seattle, New York City, Boston, San Diego, and Washington, DC.</li><li>Zone 2: $123,000–$169,500 for Austin, Chicago, Miami, and California locations outside Zone 1.</li><li>Zone 3: $110,000–$151,500 for all other US locations.</li><li>
<strong>Fully remote work:</strong>Work from anywhere in the United States.</li><li>
<strong>Unlimited paid time off:</strong>Flexibility to take time away from work to rest and recharge.</li><li>
<strong>Health and dental coverage:</strong>Benefits designed to support employee well-being.</li><li>
<strong>Home office setup allowance:</strong>Up to US$1,500 toward setting up your home workspace.</li><li>
<strong>Retirement savings contributions:</strong>Up to 2% matching through a 401(k) plan, subject to applicable plan provisions.</li><li>
<strong>Internet and mobile support:</strong>Up to US$50 toward monthly internet or cellphone expenses.</li><li>
<strong>Learning and development:</strong>Opportunities to expand leadership capabilities, develop technical expertise, and pursue continued professional growth.</li><li>
<strong>Meaningful leadership impact:</strong>The opportunity to shape support operations, improve AI-enabled customer experiences, and influence processes in a growing technology business.</li><li>
<strong>Collaborative environment:</strong>Work alongside creative problem-solvers and cross-functional teams focused on improving products, processes, and customer outcomes.</li><li>
<strong>Inclusive workplace:</strong>Join an environment committed to respect, equal opportunity, and a workplace free from harassment and discrimination.</li>