Manager, Customer Support
Skills
- 3+ years managing teams in a customer support environment
- Experience across email, chat, and phone support channels
- Strong coaching and talent development skills
- Data-driven decision making and reporting
- Capacity planning and operational prioritization
- Excellent written and verbal communication
- Comfort adopting and improving AI-assisted support workflows
- Proactive ownership and ability to lead during high-stakes periods
Responsibilities
- Own daily and weekly performance across email, chat, and phone support channels, including wait times, backlog, resolution quality, and customer sentiment
- Manage capacity, volume, and priorities proactively to prevent issues before they appear in dashboards
- Ensure customers receive clear, accurate, and empathetic support during routine and peak periods
- Use data to identify trends, risks, and opportunities and communicate findings and recommendations to stakeholders
- Lead, coach, and develop a team of Support Specialists with a focus on accountability, growth, and confidence
- Set clear expectations, recognize high performance, and address performance gaps early
- Partner with Support Operations, Enablement, and Knowledge teams to adopt and improve AI-assisted support
- Maintain and reinforce high-quality workflows that balance speed, accuracy, and customer experience
- Translate customer pain into concise, actionable feedback for product and cross-functional teams
- Communicate clearly and confidently with stakeholders at multiple levels
Education
- No specific degree required; equivalent work experience accepted
- Bachelor's degree preferred but not required
Benefits
- Health, vision, and dental insurance options
- 24/7 telehealth (HealthiestYou)
- 20 PTO days, 3 flex days, 4 optional volunteer days, and 12 paid holidays
- Paid parental leave
- 401(k) match
- Equipment shipped to your door for remote work
- Potential discretionary bonus
- Fully remote work (U.S. and select Canadian provinces) with optional HQ access in Indianapolis, IN
Average salary estimate
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