Customer Care Leader - Remote, Data-Driven Ops

Versapay; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Versapay is seeking a Customer Care Manager to lead domestic and offshore support teams, shaping a high‑performing, customer‑centric organization. You will coach leaders, implement scalable processes, and partner with Product, Engineering, Finance, and Customer Success to ensure efficient resolutions.

You will own operational excellence, drive CX metrics, and translate company goals into actionable support strategies.

Qualifications

• 3+ years’ experience managing and developing customer support teams, including remote/offshore resources.
• Bachelor’s Degree required; Master’s in related fields bonus.
• Strong understanding of customer support operations, workflows, and KPIs.
• Experience in accounts receivable, payments, billing or SaaS support.
• Experience owning or partnering on internal support tools and automation.
• Ability to coordinate cross‑functionally to resolve issues and improve processes.
• Capability to create quality training curricula for teams and departments.

Responsibilities

• Coach, mentor, and develop frontline support managers and agents.
• Set clear expectations around performance, quality, and customer experience.
• Foster accountability, collaboration, and continuous improvement.
• Escalate and coordinate complex issues across teams to ensure timely resolution.
• Maintain empathetic, consistent communication with customers across channels.
• Identify trends and systemic issues to advocate for improvements.

Skills

People leadership

Cross‑functional collaboration

Customer obsession

Data-driven decision making

Communication excellence

Education

Bachelor’s Degree

Master’s Degree (bonus) in Business/Data Analytics/Customer Experience

Tools

Salesforce Service Cloud

Intercom

FinAI

Reporting dashboards

Job description

Versapay is seeking a Customer Care Manager to lead domestic and offshore support teams, shaping a high‑performing, customer‑centric organization. You will coach leaders, implement scalable processes, and partner with Product, Engineering, Finance, and Customer Success to ensure efficient resolutions.

You will own operational excellence, drive CX metrics, and translate company goals into actionable support strategies.