Customer Support Manager

Check Out My LLC; Washington (District of Columbia); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Competitive Salary

9 Paid Company Holidays per year

Paid Time Off up to nearly 4 weeks per

401(k) Program with Company Match

Employer provided Free Medical +Dental

Employer provided LTD and Life Ins

STD for employees outside ofWashington

Employee discount

Job summary

COMC is seeking a Customer Support Manager to lead both on-site and remote support teams, owning Zendesk configuration, dashboards, and proactive processes. You will develop SOPs, escalation pathways, and scalable workflows while partnering with Customer Experience and product teams to improve the customer journey.

Success requires hands-on leadership, technical Zendesk proficiency, and the ability to drive continuous improvement across multi-channel support operations in a fast-paced

Qualifications

• 3+ years in a customer support or customer service leadership role managing on-site and remote teams
• 3+ years of Zendesk administration or implementation experience
• Experience configuring Zendesk workflows, triggers, automations, routing rules, SLAs, views, forms, permissions, and knowledge tools
• Experience implementing or improving Zendesk Omni-channel routing
• Experience using Zendesk Explore to build dashboards and turn data into actionable recommendations
• Proven track record leading tool or process implementations from assessment to adoption

Responsibilities

• Develop and maintain standard operating procedures for customer inquiries, issues, and escalations
• Shift the function to a proactive, data-informed operation
• Design and own the escalation framework for high-priority issues
• Lead day-to-day operations, staffing, and scheduling
• Build and own Zendesk Explore dashboards and recurring reporting
• Configure and optimize Zendesk workflows, triggers, automations, and routing rules
• Manage on-site and remote support representatives with regular coaching and reviews
• Collaborate with Customer Experience, product, and other teams to resolve recurring issues

Skills

People leadership

Zendesk administration

Data-driven decision making

SOP development

Coaching & performance management

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Zendesk

Zendesk Explore

Job description

Job Description

Job Description

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 and systems-ownership role for someone ready to take our customer support function from reactive to proactive. This person will build the SOPs, processes, escalation pathways, and Zendesk infrastructure needed to support a growing operation while leading the day-to-day work of both the on-site team in Algona, WA, and remote customer support employees. This role requires someone who can operate at both the team and system level. You will manage daily support operations, coach representatives, monitor service levels, and personally drive Zendesk configuration, reporting, and continuous improvement. You will assess the current setup, implement scalable workflows and Omni-channel routing, build decision-ready dashboards, and lead adoption of new tools and processes. Success in this role requires more than using Zendesk to manage a team - you must be able to improve how the platform is configured and used.

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 escalated.
• 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.
• Reporting and operational visibility: Build and own Zendesk Explore dashboards and recurring reporting that make service levels, customer trends, team performance, backlog, escalations, and operational bottlenecks clear. Translate the data into practical recommendations for Customer Experience leadership and cross-functional partners.
• Zendesk administration and implementation: Own Zendesk as the platform administrator and subject-matter expert. Evaluate the current setup and personally configure, test, launch, and improve workflows, triggers, automations, routing rules, SLAs, views, forms, permissions, knowledge tools, and Omni-channel capabilities.
• Team management: Establish agent productivity standards; hire, coach, and develop on-site and remote 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.
• Other duties as assigned.

Qualifications & Experience

• 3+ years of experience in a customer support or customer service leadership role, including direct responsibility for managing and developing both on-site and remote frontline support teams
• 3+ years of hands-on Zendesk administration or implementation experience, with direct responsibility for improving how the platform is configured and used
• Experience configuring Zendesk workflows, triggers, automations, routing rules, SLAs, views, forms, permissions, and knowledge tools
• Experience implementing or significantly improving Zendesk Omni-channel routing
• Experience using Zendesk Explore to build dashboards, own reporting, and turn support data into practical recommendations
• Demonstrated success leading tool or process implementations from assessment and configuration through testing, training, launch, and adoption
• Experience building or improving SOPs, escalation pathways, and proactive customer support processes

Skills

• Strong people leadership, coaching, performance management, staffing, and scheduling skills across both on-site and remote teams
• Ability to balance day-to-day team leadership with hands-on Zendesk system ownership
• Comfort working with service levels, reporting, and operational data to guide decisions
• Clear, calm communication during escalations and high-pressure situations
• Strong organization, attention to detail, and follow-through
• Collaborative approach to working with Customer Experience leadership and cross-functional partners

Education

Bachelor’s degree preferred; equivalent relevant experience will be 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
• 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.

Monday to Friday; regular business hours