Manager, Personalized Support

Triwill Group; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary range based on role

Equity programs potential

Remote-first environment

Job summary

Jobgether on behalf of a partner company is seeking a Manager, Personalized Support based in the United States. The role focuses on leading a customer-focused support function in a fast-moving technology environment.

You will shape personalized support strategies to improve customer experiences and strengthen long-term relationships, while guiding a remote-first team across cross-functional partners. The position combines people leadership, operational excellence, and customer advocacy to

Qualifications

• Experience leading customer support, success, or related operations.
• Proven ability to coach and develop high-performing teams.
• Strong understanding of support operations, workflows, and CX principles.
• Experience using metrics to improve processes and outcomes.
• Excellent communication and stakeholder management abilities.
• Ability to collaborate across multiple teams and manage competing priorities.
• Experience in a fast-paced, evolving technology environment.

Responsibilities

• Lead and develop support teams delivering personalized customer experiences and high-quality service.
• Establish operational goals, monitor performance metrics, and drive continuous improvement.
• Create strategies to improve customer satisfaction, efficiency, and overall support effectiveness.
• Partner with cross-functional teams to identify customer trends, resolve challenges, and enhance service delivery.
• Develop processes, documentation, and best practices for scalable support operations.
• Coach, mentor, and support team members to strengthen performance, engagement, and career development.
• Analyze customer feedback and operational data to identify opportunities for improvement.
• Manage projects and initiatives that enhance customer support experiences and business outcomes.
• Promote a culture of collaboration, accountability, and customer advocacy within the team.

Skills

Leadership

Customer operations

Data-driven decisions

Remote team management

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Personalized Support based in United States.

This role offers the opportunity to lead a customer-focused support function within a fast-moving technology environment.
You will help shape personalized support strategies that improve customer experiences and strengthen long-term relationships.
The position combines people leadership, operational excellence, and customer advocacy to deliver high-quality service outcomes.
You will collaborate with cross-functional teams to improve support processes, identify opportunities, and drive meaningful improvements.
This is an ideal opportunity for a support leader who thrives in a remote-first environment and enjoys building scalable solutions.
The successful candidate will bring strong leadership skills, a customer-centric mindset, and the ability to inspire teams while managing complex initiatives.

Accountabilities:

As Manager, Personalized Support, you will lead teams and initiatives focused on delivering exceptional customer support experiences. You will be responsible for improving operational performance, developing team capabilities, and creating scalable support strategies that align with customer needs and business goals.

• Lead and develop support teams focused on delivering personalized customer experiences and high-quality service.
• Establish operational goals, monitor performance metrics, and drive continuous improvement across support workflows.
• Create strategies to improve customer satisfaction, efficiency, and overall support effectiveness.
• Partner with cross-functional teams to identify customer trends, resolve challenges, and enhance service delivery.
• Develop processes, documentation, and best practices that enable consistent and scalable support operations.
• Coach, mentor, and support team members to strengthen performance, engagement, and career development.
• Analyze customer feedback and operational data to identify opportunities for improvement.
• Manage projects and initiatives that enhance customer support experiences and business outcomes.
• Promote a culture of collaboration, accountability, and customer advocacy within the team.
• Support change management efforts and adapt processes as business priorities evolve.

Requirements:

The ideal candidate is an experienced support leader with a strong background in customer operations, team management, and process optimization. You should be comfortable working in a remote environment, managing complex priorities, and building customer-focused solutions in a technology-driven organization.

• Experience managing customer support, customer success, or related operational teams.
• Proven ability to lead, coach, and develop high-performing teams.
• Strong understanding of support operations, workflows, and customer experience principles.
• Experience using data and performance metrics to improve processes and outcomes.
• Strong problem-solving skills with the ability to navigate complex customer and operational challenges.
• Excellent communication and stakeholder management abilities.
• Ability to collaborate effectively across multiple teams and functions.
• Strong organizational skills with the ability to manage competing priorities.
• Experience working in a fast-paced, evolving technology environment.
• Customer-focused mindset with a passion for creating meaningful user experiences.
• Ability to work independently while contributing effectively within a distributed team.

Benefits:

The role offers a competitive compensation package and benefits designed to support employees’ health, financial security, and professional growth.

• Competitive salary range based on location, skills, experience, and qualifications.
• Potential eligibility for equity and corporate bonus programs.
• Medical, dental, and vision healthcare coverage.
• 401(k) retirement savings program.
• Paid sick time and paid personal time off.
• Paid parental leave.
• Wellness benefits and employee support programs.
• Remote-first work environment with flexibility.
• Opportunities for professional development and career growth.
• Occasional travel opportunities for team gatherings, project meetings, or customer engagements.