Customer Support Manager

The Customer Support Manager is a leadership role responsible for both people management and channel ownership . This role directly manages Customer Support Supervisors and is accountable for the performance, consistency, and success of all supervisors and leads under them as well as for the Customer Support Specialists under those supervisors.

In parallel, the Customer Support Manager owns one or more support channels (e.g., Live Chat, Phone, Email, MD Support, cross-team Liaison Leads, socials), ensuring operational excellence through KPI ownership, process optimization, and the development and execution of customer support strategy, with a strong focus on continuous improvement as the business scales. This role bridges frontline execution and strategic leadership—driving results through strong leadership, clear expectations, and disciplined operations.

Full-time

• Directly manage and coach Customer Support Supervisors, ensuring strong leadership, accountability, and consistency across teams
• Own the success, performance, and engagement of all Customer Support Specialists within assigned teams, through effective supervisor leadership and QA.
• Set clear expectations for supervisors around performance management, coaching quality, accountability, and communication
• Partner with Supervisors on performance management, including goal-setting, development plans, and corrective action when needed
• Conduct and own 6-month and 12-month performance reviews for all Customer Support Specialists within their assigned teams, ensuring timely, consistent, and well-documented evaluations. Partner with HR Manager for contract renewals.
• Ensure consistent application of Musely policies, workflows, and quality standards across all teams
• Foster a culture of ownership, professionalism, and continuous improvement
• Support leadership succession planning and development of supervisors into future leaders
• Use team performance data, quality insights, and behavioral trends to guide people decisions, anticipate coaching or performance risks, and provide informed recommendations on development and accountability, as well as process improvements.

• Own operational health and performance of assigned support channel(s) (e.g., Live Chat, Phone, Email, MD Support)
• Deeply understand, monitor, and improve channel-specific KPIs (CSAT, SLA, handle time, resolution time, backlog health, quality metrics, etc.)
• Define and evolve channel strategy, including capacity planning, tooling improvements, and long-term scalability, based on performance data and customer needs.
• Proactively identify process gaps, inefficiencies, and failure points, and lead iterative, data-informed improvements to strengthen performance, consistency, and customer experience over time.
• Maintain clear documentation, workflows, and standards for assigned channels
• Partner as needed with Training, QA, Product, Engineering, Marketing and Operations to ensure smooth rollouts and sustained execution
• Serve as a subject matter expert for assigned channels, including tooling, workflows (including Zendesk), and customer experience best practices
• Use data, trends, and performance insights to inform decisions, identify risks and opportunities, and provide clear, actionable recommendations to leadership.
• Own quality assurance (QA) for assigned channels, ensuring reviews are completed consistently and that QA insights are shared with HR and Training to inform coaching priorities, skill gaps, and systemic trends.

• Support larger Support initiatives, pilots, and change management efforts
• Lead teams through change by clearly communicating the “why,” anticipating resistance, and building alignment and buy-in at all levels
• Guide execution through clear outcomes, priorities, and accountability—empowering supervisors, leads and agents while avoiding micromanagement
• Ensure operational readiness and consistency during launches, process changes, and scaling initiatives

• Strong people leadership and coaching capabilities
• High operational discipline with strong KPI ownership
• Ability to build, analyze and interpret reports and dashboards to…