Overnight Support Manager | Lead 8–10 Specialists (Remote)

Cherry Technologies, Inc.; United States; Remote; USD 135,000 - 155,000; Full time

Benefits offered by this job

Fully remote company

$20,000 annual target bonus (OTE)

$135,000 annual base salary

Generous equity grant

Flexible time off plan

Medical, vision, and dental benefits

Summer and winter retreats

Job summary

Cherry is seeking an Overnight Customer Support Manager I to lead 8–10 overnight specialists and deliver world-class customer experiences. The role emphasizes coaching, data-driven decisions, and end-to-end initiatives for operational excellence.

Responsibilities include hiring, developing talent, maintaining compliance, and driving CSAT and productivity improvements. Eligible for remote work with a 12:00 AM–9:00 AM ET schedule.

Qualifications

• Proven track record of meeting or exceeding customer support goals with world-class service.
• 1+ years of experience leading a team of 8+ frontline Customer Support Specialists.
• Experience hiring, onboarding, and developing support talent.
• Coaching to improve performance with accountability.
• Experience using CSAT, QA, productivity and service levels to drive improvements.
• Willingness to support evenings, weekends and holidays.
• High school diploma or GED.

Responsibilities

• Own team performance and deliver world-class customer experiences.
• Hire and onboard talented Customer Support Specialists.
• Coach and develop a high-performance culture.
• Use data and feedback to identify root causes and drive results.
• Improve satisfaction, quality, productivity and resolution rates.
• Own initiatives end to end to improve customer experience.
• Operate compliantly with policies and regulatory requirements.
• Take ownership for outcomes and raise the bar.

Skills

Team leadership

Hiring and onboarding

Coaching and development

Data-driven decisions

CSAT/quality focus

Operational improvement

Regulatory compliance

Evening/weekend support

Education

High school diploma or GED

Job description

Cherry is seeking an Overnight Customer Support Manager I to lead 8–10 overnight specialists and deliver world-class customer experiences. The role emphasizes coaching, data-driven decisions, and end-to-end initiatives for operational excellence.

Responsibilities include hiring, developing talent, maintaining compliance, and driving CSAT and productivity improvements. Eligible for remote work with a 12:00 AM–9:00 AM ET schedule.