Customer Support Manager: Build & Scale Ops (Remote)

Casechek; United States; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive Salary and Annual Bonus

401(k) Match

Unlimited Paid Time Off

Comprehensive Medical and Dental Benefits

Annual Education Budget

Job summary

Casechek is looking for a Customer Support Manager to build and scale its Support function. This leadership role involves managing a team of Customer Support Technicians and establishing key processes to enhance the customer experience.

The ideal candidate will have 4+ years of customer support leadership experience, a strong analytical mindset, and work effectively across teams. The position offers a competitive salary, flexible time off, and work-from-home options.

Qualifications

• 4+ years in customer support leadership with process ownership experience.
• Experience building or improving support operations.
• Strong analytical mindset and experience with KPIs.
• Excellent communication skills across teams.
• Highly organized and comfortable in ambiguity.

Responsibilities

• Establish scalable support processes and workflows.
• Define and report on key support metrics.
• Act as escalation point for customer issues.
• Collaborate with Product and Engineering teams.

Skills

Customer support leadership

Process ownership

KPI analysis

Excellent communication

Strong organizational skills

Tools

Salesforce

Talkdesk

Job description

Casechek is looking for a Customer Support Manager to build and scale its Support function. This leadership role involves managing a team of Customer Support Technicians and establishing key processes to enhance the customer experience.

The ideal candidate will have 4+ years of customer support leadership experience, a strong analytical mindset, and work effectively across teams. The position offers a competitive salary, flexible time off, and work-from-home options.