Are you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us as Customer Service Manager during our self-serve product launch. You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.
What You'll Do
Team Management & Operations Oversight
Manage, coach, and support a distributed team of customer service representatives
Monitor ticket queues and team performance to ensure SLAs are consistently met
Review escalations and provide strategic guidance on resolution paths
Schedule and coordinate team coverage to ensure consistent support delivery
Process Improvement & Cross-functional Collaboration
Optimize support workflows, scripts, and automation tools to improve efficiency
Identify recurring user issues and relay insights to product and engineering
Own and evolve the internal knowledge base and training processes for reps
Lead weekly syncs with support staff and provide regular performance feedback
What Were Looking For
Must-Have Experience
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
Proficiency in tools like Slack, Intercom, Jira, Pylon, or similar
Data-driven approach to performance and customer satisfaction