Remote Customer Support Manager — Retention & Coaching

Limevizio; Oman; Remote; OMR 17,302 - 23,070; Full time

Job summary

A dynamic customer support company in Oman is seeking a performance-driven Customer Support Manager – L1 to lead their frontline support team. The successful candidate will oversee daily operations, coach agents, and manage critical KPIs such as Retention Rate and CSAT. A minimum of 1 year of experience in customer support management is required, along with strong analytical skills and remote team management experience. This role is key to driving operational excellence and improving customer satisfaction.

Qualifications

• 1+ years of experience in customer support management.
• Proven success managing frontline support teams.
• Strong understanding of retention and cancellation control.
• Experience handling escalations and de-escalation.
• Remote team management experience required.
• Strong analytical and reporting skills.

Responsibilities

• Lead, mentor, and develop a team of L1 Customer Support agents.
• Conduct nesting and onboarding for new hires.
• Monitor support metrics and identify root causes of issues.
• Improve retention call flow and cancellation recovery techniques.
• Manage schedules and ensure documentation discipline.
• Track performance trends and report to leadership.

Skills

Retention-focused leadership

KPI management & performance tracking

Process optimization

Remote team management

Strong communication & leadership presence

Job description

A dynamic customer support company in Oman is seeking a performance-driven Customer Support Manager – L1 to lead their frontline support team. The successful candidate will oversee daily operations, coach agents, and manage critical KPIs such as Retention Rate and CSAT. A minimum of 1 year of experience in customer support management is required, along with strong analytical skills and remote team management experience. This role is key to driving operational excellence and improving customer satisfaction.