Remote SaaS Customer Service Manager: Lead & Scale Support

OperationsArmy; New York (NY); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading tech company is seeking a Customer Service Manager to oversee a growing team during a product launch. You will manage customer service operations, improve processes, and ensure outstanding support experiences. The ideal candidate has over 2 years of experience in remote team management and is proficient in tools like Slack and Intercom. This full-time position is fully remote, based in the U.S.

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 and support a distributed team of customer service representatives.
• Monitor team performance to ensure SLAs are consistently met.
• Optimize support workflows and automation tools.

Skills

Team Management

Communication

Coaching

Data-driven Performance

Tools

Slack

Intercom

Jira

Pylon

Job description

A leading tech company is seeking a Customer Service Manager to oversee a growing team during a product launch. You will manage customer service operations, improve processes, and ensure outstanding support experiences. The ideal candidate has over 2 years of experience in remote team management and is proficient in tools like Slack and Intercom. This full-time position is fully remote, based in the U.S.