["Customer Support Manager - Record360, LLC | Remote (US)","Customer Support Manager - Record360, LLC | Remote (US)"]

Job SummaryRecord360, LLC is seeking a Customer Support Manager to lead and elevate a high-performing support team. This remote, full-time role offers $75,000–$85,000/year plus benefits, including health, dental, vision, 401(k) matching, and unlimited PTO.The successful candidate will manage a team of three Support Representatives, oversee daily operations, and act as both a team leader and customer advocate—ensuring operational excellence, technical depth, and scalable systems to support Record360's growth.Key Job DetailsJob Title: Customer Support ManagerEmployer: Record360, LLCLocation: Remote (US-based, some travel required)Pay: $75,000–$85,000/yearJob Type: Full-Time, ExemptReports To: Director of Customer ExperienceAbout Record360Record360 provides simple technology tools to help businesses confidently share and manage high-value assets such as equipment, trucks, and cars. Its asset maintenance platform is used by thousands of rental shops, enabling inspections, protection, and fleet management while building trust with customers.Key ResponsibilitiesLead and develop the Customer Support team (hiring, coaching, performance management)Oversee daily support operations, ensuring queue health and timely responsesProvide leadership on complex or high-impact customer issuesDefine and improve workflows, escalation paths, and operational processesOwn reporting and analytics using Zendesk and other toolsDevelop a roadmap for improving support operations (tools, systems, processes)Partner cross-functionally with Product, Engineering, Sales, and Customer Success teamsIdentify operational bottlenecks and recommend data-driven solutionsMaintain high standards for responsiveness, troubleshooting, and communicationCandidate RequirementsEssential:5+ years in Customer Support/Technical Support, with 2+ years managing or mentoring teamsExperience leading small support teams (hiring, coaching, performance management)Strong technical aptitude (integrations, APIs, webhooks)Advanced experience with Zendesk or similar platforms (reporting, workflows, SLA management)Proven ability to manage support operations in fast-paced environmentsExperience improving support processes and scaling teamsStrong analytical and problem-solving skillsExcellent written and verbal communication skillsExperience collaborating cross-functionallyPreferred:Experience supporting customers across multiple time zones or global regionsBenefitsCompetitive salary ($75,000–$85,000/year)Health, dental, and vision insurance401(k) with 100% company match (up to 4%)Unlimited paid time off100% remote work environment (some travel required)Application ProcessHow to Apply:Submit your application via Record360's careers portal.Highlight your customer support leadership and technical expertise.Shortlisted candidates will be contacted for interview.CLICK HERE TO APPLY#J-18808-Ljbffr