Remote Lead, Customer Support & Automation

Cardata; United States; Remote; USD 53,000 - 71,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Health and dental benefits

Healthcare spending account

Health & Wellness Spending Account

Employee assistance program (EAP)

Unlimited time off

Job summary

Cardata is seeking a Manager, Customer Support to lead a fast-growing, remote team responsible for delivering a top-tier customer experience across North America. You will oversee daily operations, set performance expectations, and leverage data to improve service levels, capacity, and satisfaction.

You will drive process improvements, identify automation opportunities, and build a scalable support function while collaborating with Product, Engineering, and Operations to resolve recurring issues.

Qualifications

• 5+ years in Customer Support or Customer Service in a SaaS/tech/fintech field.
• 2+ years of people-management, coaching, and performance management.
• Proven ability to improve support KPIs and service levels.
• Experience with workforce planning, scheduling, queue management, and capacity forecasting.
• Strong analytical skills used to drive decisions.

Responsibilities

• Lead, coach, and develop the Customer Support team with clear expectations.
• Own key metrics: CSAT, response/resolution times, backlog and quality.
• Manage workforce planning, scheduling, and queue capacity for coverage.
• Oversee escalations with timely resolutions and clear ownership.
• Identify inefficiencies and improve workflows, processes, and docs.
• Drive AI, automation, and self-service to improve efficiency and experience.
• Establish QA, onboarding, and coaching to strengthen performance.
• Collaborate with Customer Success, Product, Engineering, and Operations.
• Use data to identify trends and inform staffing decisions.

Skills

Customer support experience

People management

Analytics

Cross-functional collaboration

Process improvement

Tools

Zendesk

Support platforms

Job description

Cardata is seeking a Manager, Customer Support to lead a fast-growing, remote team responsible for delivering a top-tier customer experience across North America. You will oversee daily operations, set performance expectations, and leverage data to improve service levels, capacity, and satisfaction.

You will drive process improvements, identify automation opportunities, and build a scalable support function while collaborating with Product, Engineering, and Operations to resolve recurring issues.