Customer Service Manager | North Carolina | Remote

OperationsArmy; Raleigh (NC); Remote; USD 65,000 - 85,000; Full time

Job summary

A leading customer service solutions provider is seeking a fully remote Customer Service Manager to oversee a growing team. You will manage performance, optimize workflows, and ensure exceptional customer support during a product launch. The ideal candidate has 2+ years of experience in customer service management, excellent communication skills, and proficiency in tools like Slack and Intercom.

Qualifications

• 2+ years managing customer service or support teams (SaaS or startup preferred).
• Proven ability to scale support operations in a remote-first environment.
• Proficiency in tools like Slack, Intercom, Jira, or similar.

Responsibilities

• Manage, coach, and support a distributed team of customer service representatives.
• Monitor ticket queues and team performance to ensure SLAs are consistently met.
• Optimize support workflows, scripts, and automation tools to improve efficiency.

Skills

Team Management

Excellent Communication

Coaching Skills

Data-Driven Performance Analysis

Tools

Slack

Intercom

Jira

Pylon

Job description

Job Openings Customer Service Manager | North Carolina | Remote

About the job Customer Service Manager | North Carolina | Remote

Fully Remote Customer Service Manager (Self-Serve SaaS)

Are you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us as Customer Service Manager during our self-serve product launch. You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.

What You'll Do

Team Management & Operations Oversight

• Manage, coach, and support a distributed team of customer service representatives
• Monitor ticket queues and team performance to ensure SLAs are consistently met
• Review escalations and provide strategic guidance on resolution paths
• Schedule and coordinate team coverage to ensure consistent support delivery

Process Improvement & Cross-functional Collaboration

• Optimize support workflows, scripts, and automation tools to improve efficiency
• Identify recurring user issues and relay insights to product and engineering
• Own and evolve the internal knowledge base and training processes for reps
• Lead weekly syncs with support staff and provide regular performance feedback

What Were Looking For

Must-Have Experience

• 2+ years managing customer service or support teams (SaaS or startup preferred)
• Proven ability to scale support operations in a remote-first environment
• Excellent communication and coaching skills
• Proficiency in tools like Slack, Intercom, Jira, Pylon, or similar
• Data-driven approach to performance and customer satisfaction