Customer Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in United States.

The Customer Support Manager will lead the day-to-day operations of a high-volume customer support function, ensuring reliable coverage, responsiveness, and consistently high service levels.
You will guide supervisors and team leads, establish clear performance expectations, and foster a culture of accountability and continuous improvement.
The role combines people leadership with operational problem-solving, using customer feedback and support metrics to identify trends and improve processes.
You will work closely with Production and other cross-functional teams to resolve complex issues involving orders, manufacturability, and job status.
Success in this position requires strong organization, sound judgment, and the ability to remain effective as priorities and processes evolve.
You will also help strengthen training, workflows, and support tools while keeping leadership informed of risks and opportunities.
This is an excellent opportunity for a hands-on support leader who enjoys building efficient teams and delivering a consistently strong customer experience.

• Oversee daily Customer Support operations, ensuring customer communications are handled promptly, clearly, professionally, and with a high standard of care.
• Manage team performance, attendance, scheduling, and channel coverage while maintaining clear expectations and accountability.
• Coach, develop, and support supervisors and team leads to improve individual performance, team effectiveness, and service quality.
• Identify recurring customer issues and operational gaps, investigate root causes, and partner with relevant teams to develop solutions that improve customer experience and support operations.
• Escalate significant issues, operational risks, and improvement recommendations to the Director of Customer Support with clear context and actionable insights.
• Work closely with Production to resolve issues involving manufacturability, order accuracy, job status, and other operational concerns.
• Maintain strong coordination between Customer Support and Production to promote efficient, timely, and effective issue resolution.
• Implement processes, tools, and workflows introduced by Customer Support leadership and ensure consistent adoption across the team.
• Reinforce training standards, identify skill gaps, and ensure support employees have the knowledge and resources required to perform effectively.
• Monitor customer support metrics and performance data to identify trends, opportunities, and areas requiring intervention.
• Provide regular leadership updates on team performance, key challenges, customer issues, and opportunities for operational improvement.
• Promote a positive, collaborative, and accountable support environment focused on ownership, follow-through, and continuous improvement.

• 3–5+ years of experience in customer support, customer service, or a related field.
• 2+ years of leadership experience managing team leads, supervisors, or frontline customer support employees.
• Experience operating in a fast-paced, high-volume customer support environment.
• Demonstrated ability to hold team members accountable while maintaining a positive, productive, and supportive team culture.
• Strong written and verbal communication skills, including the ability to elevate issues clearly and provide actionable recommendations to leadership.
• Familiarity with ticketing systems, CRM platforms, and customer support technologies such as Intercom, VOIP systems, or similar tools.
• Ability to interpret customer support metrics and performance data to identify trends and drive improvements.
• Strong organizational and prioritization skills, with the ability to manage multiple priorities and changing demands.
• Comfort working in an evolving environment where processes, priorities, and operational requirements may change quickly.
• A strong ownership mindset with consistent follow-through and accountability.
• Experience working with Operations, Production, Engineering, or other technical teams is…