USA Customer Success Manager

Circle of Greatness; Atlanta (GA); Remote; USD 56,000 - 67,000; Full time

Benefits offered by this job

Remote work (EST hours)

Leadership role in CS department

Job summary

Circle of Greatness is seeking a seasoned Customer Support Director to lead and scale our customer support function. This remote US-based role reports to executives and focuses on building processes, coaching Team Leads, and delivering exceptional customer experiences.

You will own QA, SOPs, KPI dashboards, and strategic planning to drive continuous improvement while aligning with company objectives. EST-aligned hours and competitive compensation are offered.

Qualifications

• 5+ years in Customer Support or CX with leadership experience.
• Proven ability to develop SOPs and performance management systems.
• Strong data-driven decision making with KPI tracking.
• Experience leading multiple teams and coaching leads.
• Familiarity with CS platforms and workflow automation.

Responsibilities

• Lead and develop Customer Support Team Leads, driving performance.
• Optimize systems, workflows, and SOPs for scale.
• Establish QA standards and conduct audits.
• Define and monitor KPIs like CSAT, response and resolution times.
• Oversee training programs and professional development.
• Plan growth initiatives and select new tools.

Skills

Leadership

Team management

Process improvement

SOP development

KPI analysis

Customer experience

Strategic thinking

Communication

Tools

CRM platforms

Ticketing systems

Workflow automation

Job description

Customer Support Director

Location: Remote US Based

Schedule: Full-Time | EST Working Hours

Compensation: $5,000–$6,000 USD (payment frequency to be confirmed)

About the Role

We are looking for an experienced and results-driven Customer Support Director to lead, develop, and scale our Customer Support department.

This is a strategic leadership position responsible for managing Customer Support Team Leads, improving internal systems, establishing operational standards, and ensuring an exceptional customer experience across the organization.

The ideal candidate is a strong people leader with a proven ability to build efficient processes, develop high-performing teams, and use performance data to drive continuous improvement.

Key Responsibilities

1. Team Leadership & Management

• Lead, coach, and develop Customer Support Team Leads.
• Oversee overall departmental performance and ensure team accountability.
• Establish clear expectations, responsibilities, and performance standards.
• Support Team Leads in managing agents, resolving challenges, and improving productivity.
• Build a culture of ownership, collaboration, and continuous improvement.

2. Systems & Process Improvement

• Evaluate and optimize existing Customer Support systems, workflows, and processes.
• Identify operational inefficiencies and implement scalable solutions.
• Develop, improve, and maintain Standard Operating Procedures (SOPs).
• Ensure consistent processes and service standards across the department.
• Collaborate with other departments to improve the overall customer experience.

3. Quality Assurance & Customer Experience

• Establish and oversee quality assurance standards across the Customer Support department.
• Implement quality audits, call reviews, and performance evaluations.
• Ensure Team Leads provide consistent coaching and actionable feedback.
• Oversee complex customer escalations and ensure effective resolutions.
• Identify recurring customer issues and implement preventive improvements.

4. Performance Management & Reporting

• Define, monitor, and improve departmental KPIs, including customer satisfaction, response times, resolution times, and overall team productivity.
• Develop reporting systems and performance dashboards.
• Analyze trends, identify performance gaps, and implement corrective action plans.
• Provide regular updates and strategic recommendations to company leadership.
• Ensure departmental goals align with broader business objectives.

5. Training & Team Development

• Oversee the creation and implementation of training and development programs.
• Ensure Team Leads have the resources and skills needed to manage their teams effectively.
• Identify skill gaps and develop improvement plans.
• Standardize onboarding and ongoing training processes.
• Support the professional development and growth of the Customer Support department.

6. Strategic Planning & Department Growth

• Develop strategies to improve operational efficiency and customer satisfaction.
• Build scalable systems that support company growth.
• Partner with leadership to identify departmental priorities and improvement opportunities.
• Recommend tools, automations, and process enhancements.
• Take ownership of the department's long-term performance and development.

Qualifications & Requirements

• 5+ years of experience in Customer Support or Customer Experience, including significant leadership or management experience.
• Proven experience managing Team Leads, supervisors, or multiple support teams.
• Strong background in process optimization, systems improvement, and operational leadership.
• Demonstrated ability to develop SOPs, quality assurance frameworks, and performance management systems.
• Experience analyzing KPIs and translating data into actionable improvements.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Familiarity with customer support platforms, CRM systems, ticketing tools, and workflow automation.
• Ability to manage competing priorities and lead teams in a fast-paced environment.
• Strong organizational skills, accountability, and a proactive mindset.
• Availability to work full-time during EST-aligned business hours.

What We're Looking For

We are looking for someone who is not only capable of managing a team but can also lead and improve an entire department.

Our ideal Customer Support Director is someone who:

• Thinks strategically while maintaining strong operational oversight.
• Knows how to lead and develop Team Leads rather than simply managing individual agents.
• Identifies problems and proactively implements solutions.
• Is passionate about building efficient systems and improving customer experiences.
• Can establish accountability and drive measurable performance improvements.
• Is comfortable collaborating directly with company leadership.

Why Join Circle of Greatness?

• Join a fast-growing, international organization.
• Take ownership of a critical department and help shape its future.
• Work closely with company leadership on strategic initiatives.
• Lead and develop a growing team of Customer Support professionals.
• Have the opportunity to improve systems, implement new processes, and drive meaningful organizational change.
• Enjoy a remote work environment aligned with EST business hours.
• Competitive compensation of $5,000–$6,000 USD, subject to final agreement.