Customer Support Manager

COMC; Algona (WA); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive Salary

9 Paid Company Holidays

Paid Time Off up to nearly 4 weeks per

401(k) Program with Company Match

Free Medical + Dental plans

LTD and Life Insurance

STD for employees outside of WA state

Employee discount on COMC.com

Employee Assistance Program

Job summary

COMC is seeking a Customer Support Manager to elevate our support function at on-site Algona, WA. This hands-on leader will build SOPs, establish escalation paths, and drive day-to-day operations with a focus on proactive, data-driven service.

You’ll partner with Customer Success and cross‑functional teams to turn support data into actionable insights, manage Zendesk, and coach reps to deliver a consistent, customer-centric experience in a fast-growing collectibles environment.

Qualifications

• Proven experience building SOPs and processes in a customer support environment.
• Track record of moving a support team from reactive to proactive operations.
• Comfortable working with data and SLAs to guide day‑to‑day decisions.
• Strong people management skills, with experience managing frontline teams.
• Clear, calm communicator, able to lead through escalations and high‑pressure moments.
• Strong, hands‑on Zendesk experience, including knowledge management, routing rules, workflows, and configuration.
• Skilled at turning ticketing and support data into meaningful reporting, and comfortable partnering with CX leadership and cross‑departmental stakeholders to deliver it.
• Organized and detail‑oriented, comfortable owning the day‑to‑day tactical execution of the role.

Responsibilities

• SOP development: Build and maintain clear standard operating procedures for handling customer inquiries, common issues, and escalations.
• Proactive transformation: Shift the support function from reactive, ticket‑by‑ticket firefighting to a proactive, data‑informed operation that catches issues before they upscale.
• Escalation management: Design and own the escalation framework for complex or high‑priority customer issues, ensuring timely resolution and the right visibility to leadership.
• Day‑to‑day leadership: Own daily team operations, staffing, and scheduling to ensure consistent, high‑quality customer coverage.
• Operational visibility & reporting: Catch issues early and surface those that affect the customer journey, both internally and externally. Build and maintain clear KPIs that increase visibility into the support experience and identify trends, bottlenecks, and coaching opportunities through consistent, meaningful reporting.
• Zendesk Ownership: Serve as the team's Zendesk subject‑matter expert, owning system improvements and enhancements and championing change, while partnering with Customer Experience leadership and cross‑departmental stakeholders to turn Zendesk data into meaningful, decision‑ready reporting.
• Team management: Establish agent productivity standards; hire, coach, and develop customer support representatives through regular 1:1s and performance reviews to deliver a consistent, customer‑centric experience aligned with COMC's Customer Service Communication Standards.
• Customer‑centric culture: Champion a customer‑first mindset across the team, and partner directly with Customer Success to jointly resolve, lead, and manage customer concerns, escalations, and initiatives.
• Cross‑functional collaboration: Partner with Customer Experience leadership, product, and other operations teams to resolve recurring customer pain points at the source and support broader CX transformation priorities.
• Culture: Champion our C.A.R.D. culture (Collaboration, Accountability, Results, Diversity) and contribute meaningfully to COMC's mission of bringing joy to collectors.
• Other duties as assigned

Skills

SOP development

People management

Zendesk expertise

Data-driven decisions

Escalation management

Cross-functional collaboration

SLAs and metrics

Customer-centric leadership

Education

Bachelor's degree preferred

Equivalent experience considered

Tools

Zendesk

CRM / ticketing platform

Job description

It’s a great time to join COMC – Millions of Cards. Endless Joy.

Our industry is thriving, and at COMC we’re building a team that’s passionate about using cutting‑edge technology to enhance the joy of collecting sports trading cards while expanding into new categories. We’re committed to delighting our customers—collectors, consigners, and enthusiasts alike—by delivering innovative, engaging, and enjoyable experiences at scale.

Summary

The Customer Support Manager is a hands‑on leadership role for someone ready to take our customer support function from reactive to proactive. This person will build the SOPs, processes, and escalation pathways that don't yet exist, and will lead the day‑to‑day operations of the support team on‑site in Algona, WA.

You’ll be in the details, running the team day‑to‑day, monitoring support KPIs to catch issues early, and coaching representatives to deliver consistently great customer centric service at every interaction. You’ll also be the team’s go‑to Zendesk expert and will partner closely with Customer Success and cross‑departmental stakeholders, to turn CS data into meaningful, actionable insights.

Responsibilities/Duties

• SOP development: Build and maintain clear standard operating procedures for handling customer inquiries, common issues, and escalations.
• Proactive transformation: Shift the support function from reactive, ticket‑by‑ticket firefighting to a proactive, data‑informed operation that catches issues before they upscale.
• Escalation management: Design and own the escalation framework for complex or high‑priority customer issues, ensuring timely resolution and the right visibility to leadership.
• Day‑to‑day leadership: Own daily team operations, staffing, and scheduling to ensure consistent, high‑quality customer coverage.
• Operational visibility & reporting: Catch issues early and surface those that affect the customer journey, both internally and externally. Build and maintain clear KPIs that increase visibility into the support experience and identify trends, bottlenecks, and coaching opportunities through consistent, meaningful reporting.
• Zendesk Ownership: Serve as the team's Zendesk subject‑matter expert, owning system improvements and enhancements and championing change, while partnering with Customer Experience leadership and cross‑departmental stakeholders to turn Zendesk data into meaningful, decision‑ready reporting.
• Team management: Establish agent productivity standards; hire, coach, and develop customer support representatives through regular 1:1s and performance reviews to deliver a consistent, customer‑centric experience aligned with COMC's Customer Service Communication Standards.
• Customer‑centric culture: Champion a customer‑first mindset across the team, and partner directly with Customer Success to jointly resolve, lead, and manage customer concerns, escalations, and initiatives.
• Cross‑functional collaboration: Partner with Customer Experience leadership, product, and other operations teams to resolve recurring customer pain points at the source and support broader CX transformation priorities.
• Culture: Champion our C.A.R.D. culture (Collaboration, Accountability, Results, Diversity) and contribute meaningfully to COMC's mission of bringing joy to collectors.
• Other duties as assigned

Skills & Qualifications

• Proven experience building SOPs and processes in a customer support environment
• Track record of moving a support team from reactive to proactive operations
• Comfortable working with data and SLAs to guide day‑to‑day decisions
• Strong people management skills, with experience managing frontline teams
• Clear, calm communicator, able to lead through escalations and high‑pressure moments
• Strong, hands‑on Zendesk experience, including knowledge management, routing rules, workflows, and configuration
• Skilled at turning ticketing and support data into meaningful reporting, and comfortable partnering with CX leadership and cross‑departmental stakeholders to deliver it
• Organized and detail‑oriented, comfortable owning the day‑to‑day tactical execution of the role

Education & Experience

• 3+ years of experience in a customer support or customer service leadership role
• Demonstrated experience managing a team of customer support representatives
• Experience building or improving SOPs and escalation processes in a support environment
• Direct, hands‑on Zendesk administration experience required (or equivalent depth with a comparable ticketing/CRM platform)
• Bachelor's degree preferred; equivalent experience considered

Benefits Offerings

• Competitive Salary
• 9 Paid Company Holidays per year
• Paid Time Off up to nearly 4 weeks per year
• 401(k) Program with Company Match
• Employer provided Free Medical + Dental plans
• Employer provided LTD and Life Insurance
• STD for employees outside of Washington State
• Employee discount on www.COMC.com
• Employee Assistance Program

Work Environment & Physical Requirements

This is an on‑site role based in Algona, WA, and may involve prolonged periods of sitting, standing, or using standard office equipment such as computers and phones. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Additional Information

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Employees may be required to perform other job‑related duties as assigned, consistent with business needs and the skills and experience of the employee. This document does not create a contract of employment, either express or implied, and employment with COMC is considered "at‑will."

Equal Opportunity Employer

COMC is an Equal Opportunity Employer and is committed to fostering an inclusive, diverse workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other protected status in accordance with applicable federal, state, or local laws. We strongly encourage individuals from all backgrounds to apply.