Support Team Lead & Operations Manager

PlayOn! Sports; Chamblee (GA); Híbrido; USD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

Stock options

401K match

Open PTO policy

Descripción de la vacante

PlayOn! Sports is seeking an experienced Support Manager to lead a team of customer support specialists across phone, case, and digital channels. You will coach, develop, and manage performance, ensure SLAs, and optimize processes using Salesforce.

This role emphasizes people leadership, operational excellence, and delivering outstanding customer experiences in a fast-paced growth environment.

Formación

• 4–6 years of experience in customer support or contact center environments.
• 2+ years of experience managing or leading frontline support teams.
• Experience managing support operations using Salesforce or a similar case management platform.
• Excellent communication and organizational skills with the ability to lead through clarity and empathy.

Responsabilidades

• Lead, coach, and manage a team of Support Specialists delivering phone- and case-based customer support.
• Drive performance through regular coaching, feedback, and performance management.
• Develop and execute team development plans focused on skill growth and career progression.
• Monitor daily operations: case queues, call volume, SLAs, response times, and CSAT.
• Own and track team KPIs: productivity, quality, adherence, and resolution effectiveness.
• Partner with Operations, Product, Engineering, and Customer Success to improve support processes.
• Ensure consistent use of Salesforce for case management, documentation, and reporting.

Conocimientos

People leadership

Call center experience

Salesforce familiarity

Team coaching

Educación

Bachelor's degree

Herramientas

Salesforce

Descripción del empleo

PlayOn! Sports is seeking an experienced Support Manager to lead a team of customer support specialists across phone, case, and digital channels. You will coach, develop, and manage performance, ensure SLAs, and optimize processes using Salesforce.

This role emphasizes people leadership, operational excellence, and delivering outstanding customer experiences in a fast-paced growth environment.