Customer Support Leader - Escalations & Ops Champion

Fullsteam Personnel, LLC; Georgia; Hybrid; USD 81,000 - 89,000; Full time

Job summary

Fullsteam is seeking a Manager, Customer Support to lead the team responsible for service delivery and performance across our SaaS and payments platforms. You will translate priorities into team goals, coach staff, manage staffing, and ensure timely, high-quality support from first contact to resolution.

You will monitor KPIs (CSAT, FCR, response times), own escalation processes, and partner with Product, Engineering, Customer Success, and Sales to improve processes and customer outcomes.

Qualifications

• 4+ years of progressive experience in customer support, technical support, customer success, or a related software environment, including experience serving as a team lead, supervisor, or people manager.
• 1-2 years of experience leading or supervising employees, including accountability for team results, coaching and development, workload coordination, and performance feedback; experience supporting a customer or technical support team is preferred.
• Demonstrated experience conducting performance reviews, setting measurable expectations, providing documented feedback, addressing underperformance, and building development plans.
• Experience hiring, onboarding, and retaining employees and building inclusive, collaborative team cultures.
• Experience monitoring team KPIs, service-level performance, ticket queues, or team capacity and using available data to support improvement plans.
• Strong process-oriented mindset with a track record of building and optimizing workflows, support documentation, quality practices, and training programs.
• Experience leading escalations and partnering cross-functionally with Product, Engineering, Customer Success, or Sales to resolve customer and operational issues.

Responsibilities

• Lead customer support team and set goals, expectations, and coaching for performance.
• Oversee onboarding, development, performance reviews, and scheduling to maintain team readiness.
• Translate department goals into clear individual and team deliverables and measure results.
• Manage staffing plans, on-call rotations, and holiday coverage to ensure service levels.
• Own escalation-management for high-impact cases and coordinate with Product, Engineering, Customer Success, or Sales as needed.
• Collaborate with cross-functional teams to drive improvements in processes, knowledge base, and training.
• Identify readiness gaps before product launches and drive post-launch support refinements.

Skills

People leadership

Customer support

Performance coaching

Process optimization

Cross-functional collaboration

Tools

Zoho Desk

Salesforce

Job description

Fullsteam is seeking a Manager, Customer Support to lead the team responsible for service delivery and performance across our SaaS and payments platforms. You will translate priorities into team goals, coach staff, manage staffing, and ensure timely, high-quality support from first contact to resolution.

You will monitor KPIs (CSAT, FCR, response times), own escalation processes, and partner with Product, Engineering, Customer Success, and Sales to improve processes and customer outcomes.