Customer Service Manager | Remote (U.S. based only) | Full-time

OperationsArmy; Austin (TX); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading remote SaaS company is seeking an experienced Customer Service Manager to oversee a distributed team. The role involves ensuring operational excellence during the self-serve product launch and requires at least 2 years of experience in managing customer service teams, preferably in a SaaS environment. Excellent communication and data-driven decision-making skills are a must. This position is fully remote, catering to U.S. residents.

Qualifications

• 2+ years managing customer service or support teams, preferably in SaaS or startup.
• Experience scaling support operations in a remote-first environment.
• Excellent communication and coaching skills.

Responsibilities

• Manage and support a distributed team of customer service representatives.
• Monitor performance to ensure SLAs are consistently met.
• Optimize support workflows and identify user issues.

Skills

Team management

Communication

Coaching

Data-driven decision making

Tools

Slack

Intercom

Jira

Pylon

Job description

Overview

Fully Remote Customer Service Manager (Self-Serve SaaS) — Remote (U.S. based only) • Full-time

Austin, Texas, United States

Job Openings Customer Service Manager | Remote (U.S. based only) | Full-time

About the job Customer Service Manager | Remote (U.S. based only) | Full-time

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