Position Overview:

We’re seeking a proactive and people-focused Customer Support Manager to lead our contact center operations. In this role, you’ll manage a team of support representatives, drive performance improvements, and ensure every customer interaction reflects our commitment to excellence. If you thrive on team leadership, process optimization, and delivering top-tier customer experiences, we want to hear from you.

What You’ll Do:

Team Leadership:

• Manage, mentor, and motivate a team of customer support reps.
• Conduct performance evaluations and coach team members for ongoing growth.
• Develop and implement training programs to upskill and support team development.
• Play a key role in hiring and scaling the customer support team.

Operational Oversight:

• Track call center KPIs and develop strategies to meet or exceed performance targets.
• Maintain alignment with company procedures, policies, and industry regulations.

Customer Experience & Escalation Handling:

• Ensure timely, empathetic, and effective support is delivered to every customer.
• Resolve complex or escalated issues, always protecting the customer relationship.
• Use customer insights to guide improvements in service and process.

What You Bring:

• 5+ years in customer support/call center environments, including 2+ years in a management role.
• Proven success in building and leading high-performing teams.
• Strong communication, coaching, and interpersonal skills.
• Analytical mindset with the ability to interpret data and act on insights.
• Experience with CRM tools and call center technology.
• Adaptable and comfortable in a fast-moving, dynamic setting.