Remote 24/7 Customer Support Manager — AI & QA Lead

MoeGo, Inc.

Oregon

Hybrid

USD 100,000 - 140,000

Full time

7 days ago

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Benefits offered by this job

Competitive compensation

Performance bonus

Benefits package

401(k) match

Job summary

MoeGo is seeking a hands-on Customer Support Manager to lead MoeGo’s frontline support team, running 24/7 operations with two Support Leads across shifts and time zones to ensure timely resolutions and high CSAT.

You will own staffing, coverage, QA, and AI automation, partnering with Implementation, CS, Product, and Engineering to reduce escalations and improve customer outcomes through data-driven reporting and proactive improvements.

Qualifications

4+ years in customer support with 2+ years leading a frontline team.
Experience forecasting, scheduling, and coverage planning for a multi-shift team.
Experience running or improving a QA program.
Comfortable using support data to diagnose problems and make staffing decisions.
Strong written communication and ability to work with technical and non-technical partners.

Responsibilities

Directly manage two Support Leads and the specialist team across shifts and time zones.
Own staffing, forecasting, scheduling, and 24/7 coverage targets.
Own QA program, scoring rubrics, calibration, and coaching loops.
Partner with Engineering on bug/incident escalations and product feedback.
Deliver weekly and monthly reporting on volume, performance, and staffing.