Customer Support Manager — Remote, High-Impact Leader

tem; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Stock options

Remote work

Wellbeing budget

Flexible core hours

Job summary

tem is hiring a Customer Support Manager to own strategic delivery of core support improvement projects. You will drive AHT reductions, oversee the phone systems rollout, and manage the end-to-end complaints process while coaching a small team to meet targets and maintain high standards.

Reporting to the CX lead, you will operate in a remote-first environment with flexible core hours, balancing speed with quality and collaborating across channels including chat and WhatsApp.

Qualifications

• 2-3+ years leading or managing a small support team.
• Track record of delivering measurable improvements to support metrics like AHT and response times.
• Experience with voice systems integration into a multi-channel support environment.
• Proactive problem-solver who drives issues to resolution without waiting to be told.

Responsibilities

• Own delivery of the AHT reduction project, plan and execute to target.
• Lead the phone systems rollout as a discrete project.
• Run the complaints process end to end.
• Lead a small team of direct reports and coach them to hit targets.

Skills

Team leadership

Support metrics

Voice systems

Proactive problem solving

People management

Tools

Phone systems

Chat platforms

WhatsApp

Job description

tem is hiring a Customer Support Manager to own strategic delivery of core support improvement projects. You will drive AHT reductions, oversee the phone systems rollout, and manage the end-to-end complaints process while coaching a small team to meet targets and maintain high standards.

Reporting to the CX lead, you will operate in a remote-first environment with flexible core hours, balancing speed with quality and collaborating across channels including chat and WhatsApp.