Remote SaaS Customer Service Manager: Lead & Scale Support

OperationsArmy; Jacksonville (FL); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading customer service solutions company is seeking a Customer Service Manager to oversee a remote team during a product launch. You will manage team performance, optimize support workflows, and ensure excellent customer experiences. The ideal candidate has over 2 years of experience in a management role, particularly in a SaaS environment. This fully remote position offers an opportunity to build a world-class support experience.

Qualifications

• 2+ years managing customer service or support teams, preferably in SaaS or startup environments.
• Proven ability to scale support operations in a remote-first environment.
• Excellent communication and coaching skills.

Responsibilities

• Manage, coach, and support a distributed team of customer service representatives.
• Monitor ticket queues and team performance to meet SLAs.
• Optimize support workflows and automation tools.

Skills

Team Management

Performance Monitoring

Communication Skills

Process Optimization

Tools

Slack

Intercom

Jira

Job description

A leading customer service solutions company is seeking a Customer Service Manager to oversee a remote team during a product launch. You will manage team performance, optimize support workflows, and ensure excellent customer experiences. The ideal candidate has over 2 years of experience in a management role, particularly in a SaaS environment. This fully remote position offers an opportunity to build a world-class support experience.