Americas Customer Support Manager

TeamViewer; Tampa (FL); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Bonuses

Flexible PTO

401(k) with employer matching

Health insurance

Parental leave

Life Insurance

Job summary

TeamViewer, a leading Digital Workplace platform, seeks an experienced Customer Support Manager for the Americas. Based onsite in Tampa, FL, you will lead a diverse support team, align with Product, Sales, and Engineering, and drive customer satisfaction through data-driven decisions.

You will set performance goals, handle complex escalations, and shape processes to improve service levels while maintaining knowledge of product offerings and industry trends.

Qualifications

• Degree in Business Information Technology, Applied Computer Science, Economics, or a comparable IT field.
• Proven experience (typically 5+ years) in customer support or service management with 2+ years in a supervisory role.
• Strong interpersonal and communication skills for diverse internal/external teams.
• Ability to analyze data and translate insights into improvements.
• Familiarity with customer support software and productivity tools.
• Fluency in English; additional languages helpful for the Americas.

Responsibilities

• Lead, mentor, and develop the Americas customer support team to deliver exceptional service.
• Set and monitor performance goals; manage escalated cases and write SOPs.
• Coordinate across Product, Sales, and Engineering to improve customer experience.
• Oversee scheduling across time zones and report on KPIs (response time, CSAT).
• Develop and maintain support documentation; participate in hiring and onboarding.

Skills

Leadership

Coaching

Data analysis

Communication

English fluency

Cross-functional collaboration

Multi-time zone scheduling

Education

Degree in IT/CS/Business Info/Economics

Tools

FreshDesk

Genesys

Salesforce Service Cloud

Job description

TeamViewer, a leading Digital Workplace platform, seeks an experienced Customer Support Manager for the Americas. Based onsite in Tampa, FL, you will lead a diverse support team, align with Product, Sales, and Engineering, and drive customer satisfaction through data-driven decisions.

You will set performance goals, handle complex escalations, and shape processes to improve service levels while maintaining knowledge of product offerings and industry trends.