Customer Support Manager
virtual vocationsNew York, NY
Customer Support Manager
virtual vocationsNew York, NY
yesterday
Occupations
Computer and Information Systems ManagersCustomer Service RepresentativesFirst-Line Supervisors of Office and Administrative Support WorkersAbout the role
Leading a team of technical support specialists, the full-time remote Customer Support Manager will oversee operations, manage escalations, and drive quality improvements while collaborating across departments to enhance client relationships and support processes.
Key responsibilities:
Lead and mentor a team, conducting regular 1:1s and performance evaluations to support individual career growth
Own accountability for team OKRs, ensuring alignment with company priorities and driving quality through ticket reviews and process documentation
Serve as a point of escalation for client issues, representing support in strategic client calls and collaborating with onboarding and product teamsRequired qualifications 3+ years of experience leading a team that resolves customer or end-user technical issues
2+ years of direct people management experience, including hiring and performance conversations
Experience managing escalations directly with client stakeholders, including senior contacts
Familiarity with running quarterly reviews and managing to strategic OKRs
Hands-on experience with APIs, SQL, or light coding, and the ability to draft automation with AI assistance
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JOB OVERVIEW
Experience level
Lead
Location
New York, NY
Occupation
Computer and Information Systems Managers
Industry
Custom Computer Programming Services
Posted
yesterday
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