Customer Support Manager

Job Description - Customer Support Manager

Reports To:

Director of Customer Support

Department:
Customer Support

Location:

In Office (Company Headquarters, Waco, TX)

Role Type:
Full-Time

Summary

The Customer Support Manager works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service. This role involves directly managing the Customer Support team in conjunction with other Customer Support Managers.

The Customer Support Manager is responsible for leading a team of Customer Support Specialists to deliver high-quality customer support experiences. This role focuses on team leadership, performance management, and consistent execution of support processes while ensuring strong customer satisfaction.

Key Responsibilities

Team Leadership & Development

• Directly manage a team of ~8-10 Customer Support Specialists
• Conduct regular 1:1s, coaching sessions, and performance reviews
• Foster a culture of accountability, growth, and high performance
• Support onboarding and development of new hires

Performance Management

• Own team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)
• Monitor performance trends and address gaps proactively
• Develop and execute performance improvement plans when needed
• Ensure consistent execution of quality and service standards

Daily Operations & Execution

• Oversee day-to-day support operations (tickets, phones, email)
• Monitor queue health and ensure timely responses and resolutions
• Step in during high-volume or complex situations as needed
• Reinforce adherence to established processes and workflows

Escalation Management

• Handle complex customer escalations within the team
• Ensure timely resolution and strong customer outcomes
• Communicate clearly with customers and internal stakeholders

Hiring & Talent Development

• Participate in interviewing and hiring decisions
• Support onboarding and ramp-up of new team members
• Identify and develop high-potential employees for future growth

Collaboration with Enablement & Operations

• Partner with Support Enablement & Operations Manager to:
• Execute training programs and product updates
• Reinforce QA frameworks and coaching standards
• Provide feedback on tools, workflows, and documentation
• Surface gaps or challenges in execution

Continuous Improvement

• Identify trends in team performance, customer issues, and workflows
• Provide feedback and recommendations to improve processes and efficiency
• Support implementation of new tools, workflows, or initiatives

What We're Looking For (Minimum Qualifications)

• Bachelor's degree or equivalent experience

• 3-5+ years in customer support or service roles (SaaS preferred)

• 1-2+ years of leadership or team lead experience

• Strong communication and interpersonal skills
• Strong leadership and team management abilities.
• Proficiency in customer service software, databases, and CRM tools.

• Experience with support platforms (Zendesk or similar)

• Ability to manage multiple priorities in a fast-paced environment

• Ability to think strategically and to lead by example

• Advanced troubleshooting and multi-tasking skills

What We'd Be Excited To Find (Preferred Qualifications)

• Experience in high-volume support environments

• Exposure to Quality Review/Assurance programs, training, or process improvement initiatives

• Demonstrated ability to improve team performance over time

Core Competencies

• Coaching & Team Development

• Accountability & Execution

• Customer-Centric Thinking

• Problem Solving

• Communication & Collaboration

Growth Opportunity

This role offers a clear path for advancement into Senior Customer Support Manager and Assistant Director of Customer Support roles based on performance, leadership impact, and contributions to process and operational improvements.

Working Conditions

• Manual dexterity required to use desktop computer and peripherals

• Utilization of phone, [other software needed/required] and email to perform job functions

Compensation and Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and career development.

• Flexible work arrangements, including remote work options.

• Health, dental, and vision insurance.

• 401(k) plan with company matching.

• Company will provide laptop and other needed computer equipment.

About Axis Care
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.

Axis Care was started in 2013 by industry leaders to help meet the demand for a more user friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more.…