Customer Support Manager

A company is looking for a Manager, Customer Support.

Key Responsibilities

Lead and develop a team of 3-5 offshore customer support leads overseeing chat and email support operations

Establish KPIs and operating rhythms to improve team performance and user satisfaction

Guide the adoption of AI tools and translate operational insights into actionable recommendations for cross-functional teams

Required Qualifications

5+ years of people management experience, with at least 3+ years managing manager-level direct reports in customer support

Experience managing offshore teams in the Philippines or similar markets, working US business hours

Proven experience in owning team performance and designing workflows using data and user feedback

Familiarity with Zendesk and data visualization tools like Sigma, Tableau, or Looker

Ability to operate effectively in a fast-moving, scale-up environment with an entrepreneurial mindset