Remote Customer Support Manager | Data-Driven Leader

Rippling, Inc.; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Parental Leave (6 weeks)

Paid Holidays

Life Insurance

Disability Insurance

Pet Insurance

Healthcare/Dependent Care FSA

Job summary

DealerOn is seeking a Manager of Customer Support for a fully remote leadership role. You will mentor and coach a technical team serving DealerOn’s customers, vendors, and OEMs, using data to drive KPI improvements and operational efficiency.

You will collaborate with cross-functional teams to align customer outcomes with business goals, manage escalations, and hire top talent while maintaining strong customer relationships and performance standards.

Qualifications

• Bachelor’s degree in CS/Marketing/PM/Business Admin or equivalent.
• 5+ years of management experience including building and leading teams.
• Excellent communication skills to present complex issues clearly.
• Proven track record of meeting/exceeding metrics, quotas, and KPIs.
• Strong customer service mindset with ability to triage and manage time-sensitive tasks.
• Proficient with Microsoft Office and related business apps.
• Experience with Salesforce/JIRA or similar tracking systems.

Responsibilities

• Holds front line responsibility for a Customer Support team delivering world-class technical support.
• Apply data-driven insights to improve KPIs and drive efficiencies.
• Ensure KPIs and SLAs are understood and implemented by cross-functional teams.
• Act as a change agent to improve tools and processes for support delivery.
• Maintain team accountability for performance metrics and continuous improvement.
• Build strong cross-functional relationships to improve customer experience.
• Provide coaching and mentoring to foster employee growth and satisfaction.
• Encourage process simplification and continuous improvement through leadership.
• Maintain technical depth across the team to meet demand.
• Keep the team informed on products, procedures, and company issues.
• Participate in interviewing and hiring within the department.
• Prioritize and resolve escalated issues and SLA-threshold concerns.
• Understand customer goals and anticipate future needs for online marketing.
• Make quick, informed decisions in fast-moving environments.
• Ensure processes meet specified requirements and standards.
• Manage complex issues with cross-team coordination and clear deadlines.
• Serve as SME and single POC for a specific OEM with stakeholders.
• Address escalations and platform incidents after hours or weekends.

Skills

Leadership

Communication

Data analysis

Customer success

Education

Bachelor's Degree in CS/Marketing/PM/Business Admin or equivalent

Tools

Salesforce

JIRA

Job description

DealerOn is seeking a Manager of Customer Support for a fully remote leadership role. You will mentor and coach a technical team serving DealerOn’s customers, vendors, and OEMs, using data to drive KPI improvements and operational efficiency.

You will collaborate with cross-functional teams to align customer outcomes with business goals, manage escalations, and hire top talent while maintaining strong customer relationships and performance standards.