Remote SaaS Customer Service Manager — Scale & Lead

OperationsArmy; Los Angeles (CA); Remote; USD 60,000 - 80,000; Full time

Job summary

A forward-thinking company is seeking a Customer Service Manager to lead a remote team during a self-serve product launch. Responsibilities include managing frontline representatives, optimizing support operations, and enhancing customer experience. Must have 2+ years of management experience in customer service, with excellent communication skills and proficiency in tools like Slack and Intercom.

Qualifications

• 2+ years managing customer service or support teams (SaaS or startup preferred).
• 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 performance to ensure SLAs are met.
• Optimize workflows, scripts, and automation tools for efficiency.

Skills

Team Management

Communication Skills

Coaching

Data-Driven Approach

Tools

Slack

Intercom

Jira

Pylon

Job description

A forward-thinking company is seeking a Customer Service Manager to lead a remote team during a self-serve product launch. Responsibilities include managing frontline representatives, optimizing support operations, and enhancing customer experience. Must have 2+ years of management experience in customer service, with excellent communication skills and proficiency in tools like Slack and Intercom.