Customer Support Manager; Remote

Position: Customer Support Manager (Remote - United States)

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About Jobgether:

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a Customer Support Manager in the United States.

We are looking for a dynamic and experienced Customer Support Manager to lead and grow a high-performing frontline support team. In this role, you'll oversee day-to-day operations, coach and mentor team members, and ensure the delivery of exceptional customer experiences. You will also drive performance metrics, handle escalations, and collaborate with cross-functional teams to continually improve customer support strategies. This is an opportunity to shape a world-class customer support function in a fast-paced, tech-driven environment where leadership and innovation are valued.

Accountabilities:

• Lead, mentor, and grow a team of frontline support specialists in a high-performance environment
• Establish a culture of ownership, accountability, and continuous improvement
• Manage key support metrics, including response times, CSAT, and resolution rates
• Handle escalated customer issues and ensure positive outcomes across internal and external stakeholders
• Collaborate with internal teams to enhance support processes and customer experience
• Analyze team performance data to identify trends, address gaps, and drive strategic improvements
• Recruit, onboard, and train new support team members in alignment with company goals
• Represent the support function in cross-departmental initiatives and customer advocacy efforts

Requirements

• 6+ years of customer support experience, with 3+ years managing a large team of individual contributors
• Experience operating in a SaaS or tech startup environment with a global support model
• Proficiency in customer support tools such as Zendesk, Intercom, Jira, and similar platforms
• Proven track record of driving performance and exceeding customer service KPIs
• Ability to coach, inspire, and retain top talent across diverse teams
• Strong organizational, problem-solving, and prioritization skills
• Excellent communication skills, including the ability to translate technical topics for non-technical audiences
• A customer-first mindset and strong cross-functional collaboration skills

Benefits

• Competitive salary ($95,000-$125,000 per year)
• Medical, dental, and vision insurance fully covered
• 401(k) plan with company matching
• Unlimited PTO and flexible time-off policy
• Monthly wellness, internet, and childcare reimbursements
• Generous parental leave policy
• Equity package and growth opportunities
• Fast-paced, collaborative environment with a global and diverse team
• Work-from-anywhere flexibility and support for remote team members

Jobgether hiring process disclaimer

This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and Linked In profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days.

If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Customer Service
• Industries Non-profit Organizations and Primary and Secondary Education

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