Remote Customer Support Operations Lead

First Due; United States; Teletrabalho; USD 90 000 - 110 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental, and vision

401(k)

Flexible PTO

Fully remote workplace

Technology stipend

Resumo da oferta

First Due is seeking a Manager, Customer Support to lead a remote US-based team. You will own the daily execution and health of the support queue, coach agents, and drive metrics like CSAT and FRT.

You will partner with Product and Engineering to improve customer experiences for fire and EMS agencies. You will build onboarding, training materials, and a QA program, ensuring scalable processes and career paths within a fast-growing, remote-first environment.

Qualificações

• 5+ years of experience in customer support operations, including direct team management in a B2B SaaS or service environment.
• Hands-on experience running a support queue, coaching agents, and building QA programs with measurable impact.
• Strong ability to use data to drive coaching, process improvements, and performance against KPIs.

Responsabilidades

• Own the daily health and performance of the support queue and team leads.
• Manage escalations, triage, and escalation to Product/Engineering as needed.
• Lead onboarding and ramp programs for new team members; maintain training resources and competency benchmarks.
• Execute and improve support processes; ensure data hygiene and accurate ticket tagging.
• Deliver weekly performance reports and surface risks or capacity concerns proactively.
• Collaborate with Product, Engineering, and Customer Success to coordinate on shared customers and handoffs.

Conhecimentos

Customer support operations

Team leadership

Queue management

Data-driven coaching

Cross-functional collaboration

Zendesk experience

Jira familiarity

Ferramentas

Zendesk

Jira

Descrição da oferta de emprego

First Due is seeking a Manager, Customer Support to lead a remote US-based team. You will own the daily execution and health of the support queue, coach agents, and drive metrics like CSAT and FRT.

You will partner with Product and Engineering to improve customer experiences for fire and EMS agencies. You will build onboarding, training materials, and a QA program, ensuring scalable processes and career paths within a fast-growing, remote-first environment.