Customer Support Manager — Scale & Elevate CX (Remote)

Casechek; Chicago (IL); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Work-from-Home

401(k) Match

Unlimited PTO

Parental Leave

Medical Benefits

Laptop Provided

Education Budget

LTI Equity

Job summary

Casechek is hiring its first Customer Support Manager to build and scale a support function from the ground up. This role leads a small team of Customer Support Technicians and defines processes, KPIs, and governance to deliver a best-in-class customer experience.

You will own the function, create workflows, dashboards, and continuous improvement using data. The role reports to leadership and collaborates with Product, Engineering and Customer Success to enhance the end-to-end customer journey.

Qualifications

• 4+ years in customer support leadership.
• Experience building or improving support operations.
• Strong analytical mindset with KPI-driven performance.

Responsibilities

• Build scalable, documented support processes, workflows, and SLAs.
• Define coverage, routing, escalation paths, and knowledge base.
• Own KPIs: first response time, time to resolution, ticket trends, CSAT.
• Lead, coach and develop a small team of Customer Support Technicians.
• Partner with Product, Engineering, and Customer Success to improve end-to-end journey.

Skills

Customer support leadership

Process ownership

KPIs & analytics

Cross-functional communication

Ambiguity handling

Team coaching

Tools

Salesforce

Talkdesk

Job description

Casechek is hiring its first Customer Support Manager to build and scale a support function from the ground up. This role leads a small team of Customer Support Technicians and defines processes, KPIs, and governance to deliver a best-in-class customer experience.

You will own the function, create workflows, dashboards, and continuous improvement using data. The role reports to leadership and collaborates with Product, Engineering and Customer Success to enhance the end-to-end customer journey.