Customer Support Lead & Escalation Manager

Jobgether SRL; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

Jobgether is seeking a senior customer support leader in the United States to oversee email, chat, and voice channels while remaining hands-on with customer interactions.

You will monitor KPIs, SLAs, and CSAT, driving improvements to workflows and knowledge resources, and serve as the escalation point for complex issues. Collaboration with Product and Engineering will turn feedback into actionable improvements.

Responsibilities

• Lead and manage the customer support function across email, chat, and voice channels while remaining hands-on with customer interactions.
• Monitor team performance, KPIs, SLAs, and CSAT; drive improvements to workflows, processes, and knowledge resources.
• Act as the primary escalation point for complex issues and collaborate with Product and Engineering to turn feedback into actionable improvements.

Job description

Jobgether is seeking a senior customer support leader in the United States to oversee email, chat, and voice channels while remaining hands-on with customer interactions.

You will monitor KPIs, SLAs, and CSAT, driving improvements to workflows and knowledge resources, and serve as the escalation point for complex issues. Collaboration with Product and Engineering will turn feedback into actionable improvements.