Remote Customer Support Manager

Send Cut Send Inc.; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

SendCutSend Inc. is seeking a Customer Support Manager to oversee daily operations of the Customer Support team, ensuring coverage, responsiveness, and service levels while driving improvements in customer experience and internal processes.

You will coach supervisors and manage performance, coordinate with Production on manufacturability and order status, and drive initiatives to elevate support quality across channels in a fast-paced environment.

Qualifications

• 3-5+ years in customer support or related field.
• 2+ years in a leadership role managing team leads, supervisors, or frontline staff.
• Experience working in a fast-paced, high-volume support environment.
• Ability to hold team members accountable while maintaining a positive and productive team environment.
• Strong communication skills, with the ability to clearly escalate issues and provide actionable feedback to leadership.
• Familiarity with ticketing systems, CRM platforms, and support tools such as Intercom, VOIP systems, or similar technologies.
• Ability to interpret support metrics and performance data to identify trends and areas for improvement.
• Strong organizational skills with the ability to manage multiple priorities and shifting demands.”],
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Responsibilities

• Oversee daily support operations, ensuring customer communications are handled quickly, clearly, and with a high standard of professionalism and care
• Manage team performance, attendance, and scheduling to ensure clear expectations, accountability, and proper coverage across all support channels
• Provide ongoing coaching, feedback, and support to supervisors and team leads to improve individual and team performance
• Identify recurring customer issues and operational gaps, partner with teams across the organization to determine root causes and develop solutions that improve the customer experience and support operations, and elevate key issues and recommendations to the Director
• Work closely with Production to resolve issues related to manufacturability, order accuracy, and job status in a timely and effective manner
• Maintain strong alignment between Customer Support and Production to ensure efficient issue resolution
• Implement processes, tools, and workflows introduced by the Director of Customer Support
• Reinforce training standards, identify skill gaps, and ensure team members are equipped to perform their roles effectively
• Provide regular updates to the Director on team performance, key challenges, and opportunities for improvement

Skills

Leadership

Team management

Communication

Accountability

Problem-solving

Customer service

Tools

Intercom

VOIP systems

CRM platforms

Job description

SendCutSend Inc. is seeking a Customer Support Manager to oversee daily operations of the Customer Support team, ensuring coverage, responsiveness, and service levels while driving improvements in customer experience and internal processes.

You will coach supervisors and manage performance, coordinate with Production on manufacturability and order status, and drive initiatives to elevate support quality across channels in a fast-paced environment.