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At Acquisition.com, we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: competitive greatness, sincere candor, and unimpeachable character, we want to know you.

Role

As the Senior Customer Support Manager, you will lead the team responsible for delivering fast, accurate, and white-glove support across every stage of the client journey. You’ll manage our Client Experience Associate (CEA) team, the first line of defense and often the first impression - ensuring they operate with excellence, empathy, and precision.

This role is built for someone who can do more than just respond to tickets, we’re looking for a builder. Someone who thrives in fast-moving environments, can diagnose broken systems, and design scalable solutions. You’ll own everything from accounts receivable (AR) follow-ups to post-event surveys, support escalations, guest list QA, and chatbot automation. You’ll define success metrics, coach your team to hit them, and raise the bar every quarter.

You’ll collaborate cross-functionally with Sales, Events, Advisory, and Systems - ensuring handoffs are clean, insights are shared, and clients feel seen, heard, and supported. The bar is high, but so is the opportunity. In this role, you will shape the way thousands of business owners experience our brand - and lay the operational foundation for our next stage of scale.

Responsibilities

1. Team Leadership & Execution

• Manage, coach, and develop the Client Experience Associate team to deliver accurate, on-brand responses across all channels.

• Conduct 1:1s, performance reviews, and skill-building sessions focused on objection handling, technical troubleshooting, and tone calibration.

• Own workload distribution, ensure adequate support during peak volume, and serve as the point of escalation for high-priority tickets.

• Hire, onboard, and train new team members to full productivity in <30 days.

• Champion a culture of accountability, feedback, and continuous improvement.
  

2. Support Operations & Workflow Optimization

• Oversee day-to-day support execution using platforms like Gorgias, HubSpot, and Slack.

• Maintain and evolve the CS Knowledge Base, internal SOPs, and support macros.

• Ensure all guided responses, chatbot flows, and AI-generated outputs align with brand voice and current workflows.

• Lead quarterly QA reviews and ticket audits to uphold service standards.

• Propose and implement automation and tooling to improve speed and accuracy.
  

3. Accounts Receivable & Payment Resolution

• Manage AR-related workflows including dunning sequences, payment plan follow-ups, and issue resolution.

• Coach CEAs responsible for payment collections, and refine scripts/templates for tone and efficiency.

• Monitor recovery rates and ensure the post-recovery failed payment rate stays under 3%.

• Partner with Systems/Finance to implement new processors and billing automations.
  

4. Workshop Fulfillment & Client Communication

• Own the oversight for each workshop of distribution, QA, and delivery of guest lists, surveys, testimonials, and Google Reviews.

• Ensure timely and accurate handoffs between CS, Events, and Sales teams.

• Build playbooks for workshop support, including escalation flows for complex client issues.

• Assign and train CEAs to own Google Review responses under new playbooks.

• Oversee the continual update of internal resources, guides, and response libraries.
  

5. Reporting, KPIs & Systems Adoption

• Track team KPIs: ticket volume, response time, resolution time, client satisfaction, AR recovery, and more.

• Share performance dashboards and insights with CS leadership weekly.

• Drive adoption of internal AI tools, including training the team on proper prompt use and LLM-guided workflows.

• Audit chatbot effectiveness and ensure continuous improvement using data from Gorgias and guided response performance.
  

Results

You will be measured on your ability to:

• Maintain <3% failed payment rate after recovery efforts

• Achieve >90% CSAT on ticket responses

• Ensure 100% of support tickets meet internal SLA (e.g., first response in <2 hours, non-urgent resolution time <8 hours, urgent resolution time <4 hours)

• Deliver 100% of guest lists, surveys, and testimonial assets on time with <1% error rate

• Hit >95% QA compliance score across support tickets

• Consistently improve resolution speed while reducing manual effort

• Keep chatbot flows and LLM guides updated quarterly
  
  

Requirements

We’re looking for someone who has:

• 4+ years in customer support, client success, or customer experience

• 2+ years managing support or operations teams, ideally in high-growth environments

• Hours are 8am-5pm CT with flexibility to work outside of these as needed

• Strong knowledge of systems like Gorgias, HubSpot, Slack, and AI-driven support tools

• Excellent written communication and training skills - you know how to teach someone to “write like the brand”

• Proven success owning AR processes and driving payment collection with empathy

• A track record of creating, documenting, and refining SOPs and playbooks

• Strong operational rigor - you track KPIs, audit workflows, and execute fast

• High EQ and leadership presence, you give feedback directly, without drama

• Clear alignment with Acquisition.com values and culture: extreme ownership, high standards, and love for the work
  

Location:

• Remote

Reporting To:

• Senior Director, Fulfillment Operations

Managing:

• A remote team of 3 Client Experience Associates (Eastern time, working on central time zone)

Compensation:

• $124,000 - $152,000 base salary based on years of experience

• The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).
  

Benefits:

• Flexible Time off Policy and Company-wide Holidays (including winter break)

• Health Insurance options including Medical, Dental, Vision

• 401k offering for Traditional and Roth accounts with an employer match

• Monthly wellness allowance

• State of the art gym for employee use at HQ
  
  

Acquisition.com Core Values

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.