Customer Support Manager

Department: Support

Location: Hybrid

Reports to: Senior Vice President of Support

Travel: Quarterly travel to California office; occasional travel to nearshore BPO partners

The Customer Support Manager is responsible for overseeing customer support operations, people leadership, quality assurance, and CRM ownership across Consumer Direct. This role manages Customer Support Leads, owns the QA program, and serves as the primary owner of CRM processes used by the Support team and broader organization. This position plays a key role in ensuring consistency, quality, and scalability as the company grows.

• Manage, coach, and develop Customer Support Leads
• Oversee performance management, PTO approvals, and evaluations
• Partner on staffing, performance improvement plans, and succession planning

• Own and manage the QA program across customer support channels
• Establish QA standards, scorecards, and calibration processes
• Analyze trends and implement corrective actions

• Serve as primary CRM owner (including Hub Spot)
• Ensure workflows, reporting, and automation align with business needs
• Maintain consistent CRM usage across internal teams and BPO partners

• Create and maintain SOPs for CRM processes, Hub Spot workflows, training, and scripting
• Ensure documentation is standardized, current, and accessiblen

• Oversee onboarding and ongoing training materials
• Maintain customer communication standards and scripts

• Partner with internal teams on CRM and support operations
• Support operational alignment with nearshore BPO partners

• Analyze KPIs, QA results, and CRM data
• Provide insights and recommendations to senior leadership

• 4+ years of experience in customer support or customer service operations
• Proven experience managing support teams or team leads
• Demonstrated ownership of a Quality Assurance (QA) program
• Strong communication, organizational, and problem-solving skills
• Willingness and ability to travel quarterly and as needed
• Comfortable working in a fast-paced, scaling environment with evolving processes
• Experience supporting multiple customer channels (phone, email, chat, tickets)

• Hybrid work environment with a combination of remote work and in-office presence as required
• Periodic travel required, including quarterly travel to the California office and occasional travel to nearshore BPO partner locations
• Regular collaboration with cross-functional teams in a fast-paced, evolving environment
• Frequent use of computers, CRM systems, communication tools, and reporting dashboards