Remote Manager, Customer Support Operations & Escalations

Vontas; Cedar Rapids (IA); On-site; USD 90,000 - 130,000; Full time

Job summary

Vontas seeks a Manager of Customer Support Operations to lead the Customer Care team in Cedar Rapids, IA, or remotely across the United States. You will own Zendesk, build reporting, and drive measurable, customer-focused outcomes.

As a strategic leader, you will design training plans, manage capacity, and align care initiatives with company objectives while fostering a collaborative, high-performing culture.

Qualifications

• Minimum 3 years in a customer support or technical support leadership role within an enterprise organization.
• Bachelor's degree in Business Administration, Communications, Information Technology, or related field; or 5 years of relevant experience in lieu of degree.
• Minimum 3 years of hands-on experience with an enterprise support ticketing platform, including configuration, dashboard development, and reporting; Zendesk experience preferred.

Responsibilities

• Day-to-day management of Customer Care Analysts and their performance.
• Own Zendesk platform end to end: configuration, dashboards, ticket processes; monitor goals and service levels.

Skills

Strategic leadership

Escalation management

Prioritization

Training programs

Cross-functional collaboration

AI adoption

Microsoft Office

Education

Bachelor's degree in a related field

5+ years of relevant experience in lieu of degree

Tools

Zendesk

Microsoft Office Suite

AI tools

Job description

Vontas seeks a Manager of Customer Support Operations to lead the Customer Care team in Cedar Rapids, IA, or remotely across the United States. You will own Zendesk, build reporting, and drive measurable, customer-focused outcomes.

As a strategic leader, you will design training plans, manage capacity, and align care initiatives with company objectives while fostering a collaborative, high-performing culture.