Customer Support Manager

Jobgether; United States; Remote; USD 85,000 - 105,000; Full time

Benefits offered by this job

Work-from-home opportunity

Remote collaboration tools

Career growth in customer excellence

Job summary

Jobgether is seeking a Customer Support Manager in the United States to lead a high-volume support operation from a home office. You will guide supervisors, set performance expectations, and use metrics to drive improvements while collaborating with Production and other teams to resolve complex issues.

Strong leadership and communication are essential for delivering superior customer experiences. The role emphasizes ownership, accountability, and continuous improvement in a remote, fast-paced

Qualifications

• 3–5+ years in customer support, customer service, or related field.
• 2+ years leadership experience managing team leads, supervisors, or frontline staff.
• Experience operating in a fast-paced, high-volume support environment.
• Ability to hold team members accountable while maintaining a positive culture.
• Strong written and verbal communication; able to elevate issues to leadership.
• Familiarity with ticketing systems and CRM platforms such as Intercom, VOIP, or similar tools.
• Ability to interpret metrics and drive improvements.
• Experience collaborating with Operations, Production, Engineering, or other technical teams.
• Comfort working from a home office with reliable internet.
• Ability to communicate effectively via video, phone, chat, and other remote tools.

Responsibilities

• Oversee daily Customer Support operations to ensure prompt, clear, professional communications.
• Manage team performance, attendance, scheduling, and channel coverage with accountability.
• Coach and develop supervisors and team leads to improve performance and service quality.
• Identify recurring issues; partner with teams to develop solutions that improve CX and operations.
• Escalate significant issues and risks to the Director with actionable insights.
• Coordinate with Production to resolve manufacturability, order status, and related concerns.
• Maintain coordination between Customer Support and Production for timely issue resolution.
• Implement and promote new processes, tools, and workflows across the team.
• Reinforce training standards and close skill gaps to ensure effective performance.
• Monitor metrics and data to identify trends and opportunities for improvement.
• Provide leadership updates on performance, challenges, and customer issues.
• Foster a positive, collaborative, accountable support environment focused on ownership.

Skills

Leadership

Customer support

Team coaching

Communication

Operations

Metrics analysis

CRM/Intercom

High-volume support

Problem solving

Cross-functional collaboration

Tools

Intercom

CRM systems

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in United States.

The Customer Support Manager will lead the day-to-day operations of a high-volume customer support function, ensuring reliable coverage, responsiveness, and consistently high service levels.
You will guide supervisors and team leads, establish clear performance expectations, and foster a culture of accountability and continuous improvement.
The role combines people leadership with operational problem-solving, using customer feedback and support metrics to identify trends and improve processes.
You will work closely with Production and other cross-functional teams to resolve complex issues involving orders, manufacturability, and job status.
Success in this position requires strong organization, sound judgment, and the ability to remain effective as priorities and processes evolve.
You will also help strengthen training, workflows, and support tools while keeping leadership informed of risks and opportunities.
This is an excellent opportunity for a hands-on support leader who enjoys building efficient teams and delivering a consistently strong customer experience.

Accountabilities

• Oversee daily Customer Support operations, ensuring customer communications are handled promptly, clearly, professionally, and with a high standard of care.
• Manage team performance, attendance, scheduling, and channel coverage while maintaining clear expectations and accountability.
• Coach, develop, and support supervisors and team leads to improve individual performance, team effectiveness, and service quality.
• Identify recurring customer issues and operational gaps, investigate root causes, and partner with relevant teams to develop solutions that improve customer experience and support operations.
• Escalate significant issues, operational risks, and improvement recommendations to the Director of Customer Support with clear context and actionable insights.
• Work closely with Production to resolve issues involving manufacturability, order accuracy, job status, and other operational concerns.
• Maintain strong coordination between Customer Support and Production to promote efficient, timely, and effective issue resolution.
• Implement processes, tools, and workflows introduced by Customer Support leadership and ensure consistent adoption across the team.
• Reinforce training standards, identify skill gaps, and ensure support employees have the knowledge and resources required to perform effectively.
• Monitor customer support metrics and performance data to identify trends, opportunities, and areas requiring intervention.
• Provide regular leadership updates on team performance, key challenges, customer issues, and opportunities for operational improvement.
• Promote a positive, collaborative, and accountable support environment focused on ownership, follow-through, and continuous improvement.

Requirements

• 3–5+ years of experience in customer support, customer service, or a related field.
• 2+ years of leadership experience managing team leads, supervisors, or frontline customer support employees.
• Experience operating in a fast-paced, high-volume customer support environment.
• Demonstrated ability to hold team members accountable while maintaining a positive, productive, and supportive team culture.
• Strong written and verbal communication skills, including the ability to elevate issues clearly and provide actionable recommendations to leadership.
• Familiarity with ticketing systems, CRM platforms, and customer support technologies such as Intercom, VOIP systems, or similar tools.
• Ability to interpret customer support metrics and performance data to identify trends and drive improvements.
• Strong organizational and prioritization skills, with the ability to manage multiple priorities and changing demands.
• Comfort working in an evolving environment where processes, priorities, and operational requirements may change quickly.
• A strong ownership mindset with consistent follow-through and accountability.
• Experience working with Operations, Production, Engineering, or other technical teams is preferred.
• Previous experience in a manufacturing or production-focused environment is a plus.
• Experience using customer support reporting and data to improve team performance and customer experience is preferred.
• Ability to work effectively from a home office, including maintaining reliable high-speed internet and a quiet, private, distraction-free workspace.
• Ability to communicate effective through video conferencing, phone, chat, and other remote collaboration tools.

Benefits

• Annual salary range of $85,000–$105,000.
• Full-time employment.
• Work-from-home opportunity.
• Collaborative and fast-paced remote working environment.
• Opportunity to lead and develop a customer support team.
• Opportunity to contribute directly to customer experience and operational improvements.
• Cross-functional exposure to Production and other operational teams.
• A role focused on continuous improvement, accountability, and professional growth.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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