Customer Support Team Manager

Phorest Software; Philadelphia (Philadelphia County); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading salon management software provider is seeking a Customer Support Team Manager to lead their North American Support Team. This remote role requires an experienced, metrics-driven professional dedicated to enhancing customer satisfaction and team performance. The ideal candidate has over 5 years in technical support, strong leadership skills, and experience managing support teams. Join us to make a significant impact in the salon industry and help our clients succeed.

Qualifications

• 5+ years of experience in a technical support team that serves external customers.
• 5+ years of direct customer-facing experience.
• 3+ years managing a technical team of 10+ people.
• Experience with SaaS environments and premium/high-value clients

Responsibilities

• Lead and develop a team of support agents.
• Ensure the team meets customer satisfaction KPIs.
• Manage critical escalations and collaborate with stakeholders.
• Forecast capacity, identify hiring needs, and collaborate with Talent Partners
• Drive continuous learning, onboard new hires, and deliver ongoing training
• Act as SME on salon management software and support clients with product queries
• Provide leadership insights to senior management on performance and opportunities
• Hands-on support for complex client queries and issue investigations

Skills

Customer obsession

Leadership

Problem-solving

Exceptional communication

Data-driven decision making

Tools

Zendesk

Slack

Jira

Notion

Job description

Join to apply for the Customer Support Team Manager role at Phorest Software.

This is a remote position. We are accepting applications from candidates in the following locations:

• Arizona
• Connecticut
• Florida
• Illinois
• Maryland
• Massachusetts
• New Jersey
• New York
• North Carolina
• Ohio
• Oklahoma
• Pennsylvania
• Texas
• Utah

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion‑dollar company.

The Opportunity

We are looking for an experienced, client‑focused, and metrics‑driven Customer Support Team Manager to lead our North American Support Team. This role is perfect for someone who takes pride in developing high‑performing teams and measures their success by the growth and achievements of those they lead. You will play a critical role in ensuring our customers receive exceptional support while driving operational efficiency and team performance. This position requires a high level of empathy, patience, and adaptability, as well as the ability to implement new processes and systems to improve our service levels.

What you'll do

• Lead and develop a high‑performing team of support agents, providing regular feedback, coaching, and conducting 1:1s to optimize individual and team performance.
• Ensure the team meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency.
• Manage critical escalations, serving as the primary point of contact within the region while collaborating with global stakeholders to resolve issues quickly and effectively.
• Monitor team capacity and proactively identify hiring needs, working closely with our Talent Partner to attract top talent.
• Drive continuous learning and development by onboarding new hires and delivering ongoing training to ensure the team has the knowledge to best support our customers.
• Act as a subject matter expert on our salon management software, supporting the team and clients with product‑related queries.
• Engage with senior leadership by providing insights on team performance, customer satisfaction, and strategic opportunities for efficiency improvements.
• Support the team hands‑on as needed, taking ownership of complex client queries, investigating technical issues, and ensuring timely resolution.
• Collaborate with global teams to implement new processes and systems across the region.

Who you are

• Customer‑obsessed – you put the client at the centre of every decision.
• A natural leader – you thrive on mentoring, coaching, and driving team success.
• A problem‑solver – you approach challenges with a solutions‑focused mindset.
• An exceptional communicator – you have strong verbal and written communication skills and are comfortable presenting in group settings.
• Data‑driven – you understand KPIs and leverage data to implement positive change.
• Decisive and confident – you make informed decisions, even when they are challenging.
• Handling queries at an L2 level and above.

What you bring

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.
• 5+ years of direct customer‑facing experience.
• 3+ years of experience managing a technical team of 10+ people in a support function.
• Strong knowledge of both Mac and Windows operating systems.
• Experience working with small business owners and a passion for helping them succeed.
• Hands‑on experience with POS software.
• Proficiency with Zendesk, Slack, Jira, and Notion.
• Ability to work in a quiet, distraction‑free environment during shifts.
• Experience collaborating with Product & Development teams is a plus.
• Background in internal training and team development is advantageous.
• Experience working with premium and high‑value clients is highly valued.