Support Manager

Call Box exists to grow people. We believe that everyone wants to become a better version of themselves, and we work hard to provide software and a culture that maximizes that growth mindset. We hire smart and ambitious doers in order to set them loose in an exciting and complex technological business where they will build, sell, and deploy Artificial Intelligence solutions that help our clients grow their bottom line.

Our solutions attack one of the biggest business problems in existence today: the phone.

As a Support Manager
, you will help lead our customer support team. This role is responsible for ensuring our users receive timely, effective, and delightful support experiences. You’ll manage day-to-day operations, coach and develop team members, and collaborate cross‑functionally to improve support processes and product feedback loops.

• Lead and mentor a team of support agents.
• Monitor support metrics (CSAT, response time, resolution time, etc.) and drive continuous improvement.
• Develop and implement scalable support processes and workflows.
• Collaborate with Product, Engineering, and Customer Success to resolve issues and advocate for customer needs.
• Own the support knowledge base and ensure content is up-to-date and helpful.
• Manage support tools and systems (e.g., Zendesk or similar).
• Manage escalations and ensure high‑touch support for key accounts.
• Recruit, onboard, and train new support team members.
• Report on team performance and customer insights to leadership.
• Manage employee schedule to ensure coverage for normal operating hours and holidays.

• 5+ years of experience in customer support, with 2+ years in a leadership role (preferably in SaaS).
• Strong understanding of support operations and metrics.
• Experience with support platforms and CRM tools.
• Excellent communication, coaching, and conflict resolution skills.
• Ability to thrive in a fast‑paced, evolving environment.
• Passion for customer experience and team development.
• Familiarity with technical troubleshooting and APIs.
• Knowledge of ITIL or other support frameworks.
• Strong attention to detail, organizational skills, and the ability to manage multiple priorities.
• Clear, concise communication skills and a collaborative mindset when working across teams.
• Experience with Azure Dev Ops is a plus.

• Competitive salary package (immediate PTO).
• Full benefits package.
• Fidelity 401k with company match.
• Fun perks including a monthly gym reimbursement, a monthly wellness reimbursement, and a monthly reading allowance.
• Weekly catered breakfast, Employee of the Month rewards, regular company events, and bi‑weekly happy hours.
• Opportunities for continued career growth within the organization.
• Fun and collaborative work environment.