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Customer Support Manager
Full-time
This role leads and scales the frontline customer support team across chat, phone, and email channels, ensuring fast, high-quality, and consistent service. The Customer Support Manager is responsible for operational performance, AI-assisted resolution, coaching, and cross-functional alignment, directly managing a team of Support Specialists.
Accountabilities
Lead and develop a team of Support Specialists across chat, phone, and email channels.
Own performance metrics including CSAT, first response time, time to resolution, phone service levels, and AI-assisted resolution rates.
Optimize Intercom and AI tools, managing workflows, routing rules, automation, and reporting to improve efficiency and resolution quality.
Conduct structured call coaching, quality calibration, real-time feedback, and escalation handling.
Partner cross-functionally with Product, Engineering, Sales, and Success to ensure readiness for launches and platform changes.
Identify recurring customer friction and drive root-cause solutions to enhance overall customer experience.
Design phone coverage models and staffing plans aligned to forecasted support volume.
Build a culture of accountability, continuous improvement, and ownership within the support team.
Requirements
5+ years of experience in SaaS customer support.
3+ years of people management experience in a high-volume, live support environment.
Hands-on expertise administering and optimizing Intercom or similar support platforms.
Experience leveraging AI-powered support tools to drive efficiency and resolution improvements.
Proven ability to manage structured phone support operations with measurable SLAs.
Strong track record of improving CSAT, response times, and operational KPIs.
Analytical skills with comfort using dashboards, reporting, and performance metrics.
Experience working in fast-paced, scaling startup environments.
