Senior Manager Customer Support

Staff Agency.com LLC (formerly Delta Hire, LLC); Fort Lauderdale (FL); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is looking for a proactive Customer Support Manager to lead their contact center operations in Fort Lauderdale. This role involves managing a dynamic team of support representatives, driving performance improvements, and ensuring exceptional customer interactions. With a focus on team leadership and operational oversight, you will foster a culture of excellence while addressing complex customer needs. If you thrive in fast-paced environments and have a passion for delivering top-tier customer experiences, this opportunity is perfect for you.

Qualifications

• 5+ years in customer support/call center environments.
• 2+ years in a management role with proven success.
• Strong analytical skills to interpret data.

Responsibilities

• Manage and mentor a team of customer support representatives.
• Track call center KPIs and develop strategies for performance.
• Resolve complex customer issues and enhance service processes.

Skills

Team Leadership

Coaching

Communication Skills

Analytical Mindset

CRM Tools

Tools

Call Center Technology

Job description

We’re seeking a proactive and people-focused Customer Support Manager to lead our contact center operations. In this role, you’ll manage a team of support representatives, drive performance improvements, and ensure every customer interaction reflects our commitment to excellence. If you thrive on team leadership, process optimization, and delivering top-tier customer experiences, we want to hear from you.

What You’ll Do : Team Leadership :

• Manage, mentor, and motivate a team of customer support reps.
• Conduct performance evaluations and coach team members for ongoing growth.
• Develop and implement training programs to upskill and support team development.
• Play a key role in hiring and scaling the customer support team.

Operational Oversight :

• Track call center KPIs and develop strategies to meet or exceed performance targets.
• Maintain alignment with company procedures, policies, and industry regulations.

Customer Experience & Escalation Handling :

• Ensure timely, empathetic, and effective support is delivered to every customer.
• Resolve complex or escalated issues, always protecting the customer relationship.
• Use customer insights to guide improvements in service and process.

What You Bring :

• 5+ years in customer support / call center environments, including 2+ years in a management role.
• Proven success in building and leading high-performing teams.
• Strong communication, coaching, and interpersonal skills.
• Analytical mindset with the ability to interpret data and act on insights.
• Experience with CRM tools and call center technology.
• Adaptable and comfortable in a fast-moving, dynamic setting.

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Customer Support Manager • Fort Lauderdale, FL, United States