Customer Support Manager

As a Customer Support Manager, you will play a critical role in driving the success of our customer support team. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. 

Responsibilities

• Customer Experience & Escalation Ownership

• Own resolution of complex customer escalations, acting as the senior judgment layer between Team Leads and the Director of Support.

• Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions.

• Identify recurring customer experience gaps and partner with CX, Knowledge Base, and Support Ops teams to close them through scalable solutions.

• Leverage AI-assisted support tooling and interaction data to surface trends, inform coaching decisions, and improve customer outcomes at scale. 

• People Leadership & Team Development

• Lead, coach, and develop a team of Team Leads responsible for frontline support execution, quality, and cultural health.

• Conduct structured 1:1s with all direct reports with clear agendas, actionable feedback, and documented follow-up commitments.

• Build individual development plans for Team Leads with defined milestones, career pathways, and accountability checkpoints.  

• Operational Excellence & OKR Execution

• Own the day-to-day operational health of assigned support pods, ensuring consistent adherence to SLAs, CE standards, and departmental expectations.

• Lead and execute assigned OKR initiatives end-to-end, with clear tracking, reporting cadences, and cross-functional coordination.

• Partner with Workforce Management, Support Operations, and Data partners to monitor performance signals and respond proactively to capacity or quality risks.

• Define and enforce team-level processes, escalation paths, and documentation standards that drive consistency and reduce variability across pods. 

• Cross-Functional Partnership

• Partner closely with Operations, Workforce Management, Support Operations, Data, Customer Experience, and Knowledge Base teams to align on priorities and drive shared outcomes.

• Represent the frontline support perspective in cross-functional planning, surfacing team health signals and customer friction points to relevant stakeholders.

• Communicate team performance, OKR progress, and escalation trends to the Director of Support with clarity and consistency.

Competencies

• People Leadership: Develops Team Leads through structured coaching, clear expectations, and consistent accountability tied to measurable team outcomes.

• Customer Experience Expertise: Diagnoses CX gaps using qualitative and quantitative signals and drives systemic improvements that measurably raise customer satisfaction.

• Escalation Judgment: Owns high-stakes customer and personnel situations end-to-end, applying sound judgment with minimal escalation to senior leadership.

• Operational Excellence: Builds and enforces repeatable processes, SLA adherence frameworks, and quality standards across multiple pods simultaneously.

• Analytical Thinking: Tracks and interprets performance data across CSAT, SLA, handle time, response time, attrition, and product engagement to inform coaching and operational decisions.

• Cross-Functional Influence: Builds alignment with Ops, WFM, Support Ops, Data, CX, and KB partners without formal authority to drive shared outcomes.

• AI Fluency: Applies AI-assisted tooling and interaction analytics to scale coaching insights, improve audit coverage, and surface actionable customer trends.

• Change Leadership: Guides teams through evolving processes, tooling, and organizational priorities with clarity, consistency, and minimal disruption to performance.