Remote Customer Support Operations Lead

Jobgether; United States; Remote; USD 85,000 - 105,000; Full time

Benefits offered by this job

Work-from-home opportunity

Remote collaboration tools

Career growth in customer excellence

Job summary

Jobgether is seeking a Customer Support Manager in the United States to lead a high-volume support operation from a home office. You will guide supervisors, set performance expectations, and use metrics to drive improvements while collaborating with Production and other teams to resolve complex issues.

Strong leadership and communication are essential for delivering superior customer experiences. The role emphasizes ownership, accountability, and continuous improvement in a remote, fast-paced

Qualifications

• 3–5+ years in customer support, customer service, or related field.
• 2+ years leadership experience managing team leads, supervisors, or frontline staff.
• Experience operating in a fast-paced, high-volume support environment.
• Ability to hold team members accountable while maintaining a positive culture.
• Strong written and verbal communication; able to elevate issues to leadership.
• Familiarity with ticketing systems and CRM platforms such as Intercom, VOIP, or similar tools.
• Ability to interpret metrics and drive improvements.
• Experience collaborating with Operations, Production, Engineering, or other technical teams.
• Comfort working from a home office with reliable internet.
• Ability to communicate effectively via video, phone, chat, and other remote tools.

Responsibilities

• Oversee daily Customer Support operations to ensure prompt, clear, professional communications.
• Manage team performance, attendance, scheduling, and channel coverage with accountability.
• Coach and develop supervisors and team leads to improve performance and service quality.
• Identify recurring issues; partner with teams to develop solutions that improve CX and operations.
• Escalate significant issues and risks to the Director with actionable insights.
• Coordinate with Production to resolve manufacturability, order status, and related concerns.
• Maintain coordination between Customer Support and Production for timely issue resolution.
• Implement and promote new processes, tools, and workflows across the team.
• Reinforce training standards and close skill gaps to ensure effective performance.
• Monitor metrics and data to identify trends and opportunities for improvement.
• Provide leadership updates on performance, challenges, and customer issues.
• Foster a positive, collaborative, accountable support environment focused on ownership.

Skills

Leadership

Customer support

Team coaching

Communication

Operations

Metrics analysis

CRM/Intercom

High-volume support

Problem solving

Cross-functional collaboration

Tools

Intercom

CRM systems

Job description

Jobgether is seeking a Customer Support Manager in the United States to lead a high-volume support operation from a home office. You will guide supervisors, set performance expectations, and use metrics to drive improvements while collaborating with Production and other teams to resolve complex issues.

Strong leadership and communication are essential for delivering superior customer experiences. The role emphasizes ownership, accountability, and continuous improvement in a remote, fast-paced