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About the Role: We are looking for a self-driven, innovative, and experienced Customer Support Manager to lead day-to-day operations within our growing Customer Support team. This role is ideal for a strong operational leader who thrives in fast-paced environments, understands service-level accountability, and is passionate about developing leaders and building high-performing teams. You will work closely with the Director of Customer Support to ensure operational excellence, strengthen team leadership, and improve overall customer experience in a fully remote, 24/7 environment.
What You’ll Do:
- Lead and support Team Leads in managing daily support operations.
- Ensure service levels and response times are consistently met.
- Monitor ticket queues and proactively address backlogs or aging cases.
- Drive continuous improvement in workflows and processes.
- Bring innovative ideas to improve performance, efficiency, and team effectiveness.
- Analyze performance data and identify trends or improvement opportunities.
- Handle escalated client or partner issues with professionalism and urgency.
- Collaborate cross-functionally with Finance, Supply, Demand, and Technology teams.
- Support workforce planning and 24/7 coverage strategies.
- Foster a culture of accountability, ownership, and engagement.
What We’re Looking For:
- 5+ years of experience in customer support or operations.
- 2+ years of leadership experience managing supervisors or team leads.
- Experience working in fast-paced service environments (travel, hospitality, fintech, or B2B preferred).
- Strong understanding of SLA management and ticketing systems.
- Data-driven mindset with strong analytical skills.
- Exceptional communication and escalation management skills.
- Proven ability to coach and develop leaders.
- Fluent English (spoken and written) is required.
- Flexible availability, including weekends, day shifts, and overnight shifts as business needs require.
- Innovative mindset with a strong focus on continuous improvement
What Success Looks Like:
- Improved SLA adherence and response times.
- Reduced backlog and ticket aging.
- Stronger team lead performance and accountability.
- Clear, structured operational reporting.
- Higher overall team efficiency and engagement
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