Customer Support Manager – Record, LLC | Remote

Job Summary

Record
360, LLC is seeking a Customer Support Manager to lead and elevate a high-performing support team. This remote, full-time role offers $75,000–$85,000/year plus benefits, including health, dental, vision, 401(k) matching, and unlimited PTO.

The successful candidate will manage a team of three Support Representatives, oversee daily operations, and act as both a team leader and customer advocate—ensuring operational excellence, technical depth, and scalable systems to support Record
360’s growth.

• Job Title: Customer Support Manager
• Employer: Record
  360, LLC
• Location: Remote (US-based, some travel required)
• Pay: $75,000–$85,000/year
• Job Type: Full-Time, Exempt
• Reports To: Director of Customer Experience

Record
360 provides simple technology tools to help businesses confidently share and manage high-value assets such as equipment, trucks, and cars. Its asset maintenance platform is used by thousands of rental shops, enabling inspections, protection, and fleet management while building trust with customers.

• Lead and develop the Customer Support team (hiring, coaching, performance management)
• Oversee daily support operations, ensuring queue health and timely responses
• Provide leadership on complex or high-impact customer issues
• Define and improve workflows, escalation paths, and operational processes
• Own reporting and analytics using Zendesk and other tools
• Develop a roadmap for improving support operations (tools, systems, processes)
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success teams
• Identify operational bottlenecks and recommend data-driven solutions
• Maintain high standards for responsiveness, troubleshooting, and communication

Essential:

• 5+ years in Customer Support/Technical Support, with 2+ years managing or mentoring teams
• Experience leading small support teams (hiring, coaching, performance management)
• Strong technical aptitude (integrations, APIs, webhooks)
• Advanced experience with Zendesk or similar platforms (reporting, workflows, SLA management)
• Proven ability to manage support operations in fast-paced environments
• Experience improving support processes and scaling teams
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Experience collaborating cross-functionally

Preferred:

• Experience supporting customers across multiple time zones or global regions

• Competitive salary ($75,000–$85,000/year)
• Health, dental, and vision insurance
• 401(k) with 100% company match (up to 4%)
• Unlimited paid time off
• 100% remote work environment (some travel required)

How to Apply:

TO APPLY