Customer Support Manager

Job DescriptionWe’re seeking a Customer Support Manager to lead a high-performing team responsible for multi-channel support (email, chat, phone). You’ll own day-to-day operations, coach team leads and agents, analyze performance metrics, and partner with Product, Sales, and Operations to remove friction from the customer journey. Your mission: deliver fast, accurate, and empathetic support while building processes that scale.ResponsibilitiesLead, mentor, and develop support team members, including hiring, onboarding, and performance reviewsOversee daily queue management and scheduling to meet SLAs and quality targetsEstablish and refine processes, playbooks, and knowledge base contentMonitor KPIs (FCR, CSAT, NPS, AHT, backlog) and drive data-informed improvementsHandle escalations and resolve complex issues with a customer-first mindsetCollaborate with Product to surface trends and advocate for user-impacting fixes and featuresImplement QA programs, coaching frameworks, and ongoing training initiativesOwn support tooling and workflows; recommend enhancements or new solutionsReport weekly/monthly results and initiatives to leadership