Remote Global Customer Support Manager (24/7)

MoeGo, Inc.; United States; Remote; USD 95,000 - 130,000; Full time

Benefits offered by this job

401(k) matching

Flexible benefit plans

Job summary

MoeGo is seeking a hands-on Customer Support Manager to lead the frontline support team, spanning two Support Leads and a specialist group across shifts and time zones. You’ll own staffing, coverage, quality, and performance for a 24/7 operation that handles tens of thousands of conversations each quarter, with AI handling simpler volume.

Collaborate with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly, reduce repeat issues, and continually improve

Qualifications

• 4+ years in customer support
• 2+ years leading a frontline team
• Experience with forecasting, scheduling, and coverage planning for a multi-shift team
• Experience running or improving a QA program
• Strong written communication and ability to work with technical and non-technical partners

Responsibilities

• Directly manage two Support Leads and through them the specialist team across shifts and time zones
• Develop the Support Leads into stronger operators, delegating queue and shift management while owning forecasting, QA, and automation
• Set clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues
• Own escalation paths so leads and specialists know when and how to elevate
• Own demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets
• Monitor queue health in real time and adjust staffing as volume shifts
• Build headcount and capacity plans based on volume trends and AI deflection
• Run the QA program including scoring rubrics, calibration, and coaching
• Own CSAT, first response time, resolution time, and backlog metrics
• Maintain support macros, workflows, and knowledge base content
• Partner on AI resolution performance, identifying gaps and tuning content and workflows
• Find opportunities to automate repetitive work and reduce manual handling
• Manage bug and incident escalations with Engineering, including prioritization and customer communication
• Surface product feedback and top contact drivers to Product with supporting data
• Coordinate with Implementation and CS on customer handoffs and at-risk accounts
• Deliver weekly and monthly reporting on volume, performance, quality, and staffing
• Flag operational risks early with a recommended plan

Skills

Customer Support

Team Leadership

Forecasting & Scheduling

QA Program

Written Communication

Job description

MoeGo is seeking a hands-on Customer Support Manager to lead the frontline support team, spanning two Support Leads and a specialist group across shifts and time zones. You’ll own staffing, coverage, quality, and performance for a 24/7 operation that handles tens of thousands of conversations each quarter, with AI handling simpler volume.

Collaborate with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly, reduce repeat issues, and continually improve