Customer Service Manager | Texas | Remote

OpsArmy; San Antonio (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

OpsArmy is seeking a Customer Service Manager to lead a remote team in delivering exceptional customer support during our product launch. You will manage and coach customer service representatives, ensuring efficiency and operational excellence while maintaining high customer satisfaction.

The ideal candidate has over 2 years of experience in a similar role, strong communication skills, and proficiency in tools like Slack and Intercom. Join us in building a world-class support experience!

Qualifications

• 2+ years of experience managing customer service or support teams, preferably in SaaS or startup environments.
• Experience in scaling support operations in a remote-first environment.
• Proficient communication and coaching abilities.

Responsibilities

• Manage and support a distributed team of customer service representatives.
• Optimize support workflows and monitor performance against SLAs.

Skills

Team Management

Excellent Communication

Coaching Skills

Data-Driven Performance

Tools

Slack

Intercom

Jira

Pylon

Job description

About the Job

Customer Service Manager – Texas Remote. Fully Remote. Full‑time.

About the Role

Are you passionate about leading high‑performing teams and delivering exceptional customer experiences? Join us as a 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 We’re Looking For

• Must‑have: 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.
• Must be located in the United States.

Tools You’ll Use

• Slack
• Intercom
• Jira
• Linear
• Pylon