Customer Support Manager

Fullsteam

. Lead the customer support team and own team performance, service delivery, and continuous operational improvement .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $81,000 - $88,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer support teams, focusing on performance metrics, operational improvements, and cross-functional collaboration. Capable of developing talent, optimizing workflows, and ensuring high-quality service delivery through effective coaching and training.

Highest-signal resume keywords

Customer Support LeadershipKPI Monitoring and ManagementPerformance Review and DevelopmentCross-Functional CollaborationTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementWorkflow OptimizationCustomer Feedback SynthesisEscalation ManagementAnalytical SkillsTechnical TroubleshootingService-Level Performance MonitoringTraining Program DevelopmentCapacity ManagementTicket Queue Management

Soft Skills

CoachingConflict ResolutionChange ManagementVerbal CommunicationWritten Communication

Tools & Technologies

Zoho DeskSalesforceCustomer Management Platforms

Industry Keywords

Customer SuccessTechnical SupportService DeliveryOperational ImprovementTeam Performance

About the role

Key responsibilities & impact

Lead the customer support team and own team performance, service delivery, and continuous operational improvement
Set goals and expectations, assign work, conduct one-on-ones, coach performance, and foster an accountable, inclusive culture
Manage interviews, selection, onboarding, coaching, development, performance reviews, recognition, and performance concerns
Establish team priorities, service standards, operating rhythms, and measurable deliverables
Manage staffing plans, schedules, on-call rotations, holiday coverage, capacity, and workload allocation
Own support KPIs including response time, CSAT, FCR, ticket backlog, and quality
Monitor queues and capacity, make real-time prioritization decisions, and ensure effective ticket resolution
Own escalations for high-impact, complex, or at-risk customer cases
Serve as the technical and operational escalation point and coordinate with Product, Engineering, Customer Success, and senior leadership
Lead improvements across processes, workflows, knowledge base, quality assurance, and training
Identify customer-risk patterns and partner with Customer Success and Sales on retention strategies
Synthesize customer feedback and support trends for cross-functional stakeholders
Lead support-team readiness for new features and product changes through training, documentation, and escalation planning

Requirements

What you’ll need

4+ years of progressive experience in customer support, technical support, customer success, or a related software environment
1–2 years of experience leading or supervising employees
Experience conducting performance reviews, setting measurable expectations, providing documented feedback, addressing underperformance, and building development plans
Experience hiring, onboarding, and retaining employees
Experience monitoring team KPIs, service-level performance, ticket queues, or team capacity
Track record of building and optimizing workflows, support documentation, quality practices, and training programs
Experience leading escalations and partnering cross-functionally with Product, Engineering, Customer Success, or Sales
Familiarity with Zoho Desk, Salesforce, or comparable ticketing and customer-management platforms
Experience supporting software systems
Demonstrated people-leadership capability, coaching, talent development, and accountability
Strong analytical skills and experience with dashboards and performance data
Excellent verbal and written communication
Strong cross-functional influence, facilitation, conflict-resolution, and change-management skills
Sufficient technical aptitude to troubleshoot foundational issues and assess risk

Benefits

Comp & perks

Equal Opportunity/Affirmative Action employer