Customer Support Manager
Listed on 2026-06-12
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Customer Service/HelpDesk
HelpDesk/Support, Technical Support, Customer Success Mgr./ CSM, Customer Service Rep
Overview
Job Description – Customer Support Manager Reports To:
Director of Customer Support
Department:
Customer Support
Location:
Optional Remote / In-Office Preferred (Company Headquarters, Waco, TX)
Role Type:
Full-Time
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 a team of Customer Support Specialists while partnering with other Customer Support Managers, Support Enablement & Operations, Product, and Engineering teams to drive continuous improvement across the Customer Support organization.
The Customer Support Manager is responsible for leading a high-performing support team that delivers exceptional customer experiences while consistently achieving departmental goals related to quality, productivity, customer satisfaction, and operational excellence. In addition to team leadership and performance management, this role is expected to identify opportunities to improve support processes, leverage automation and artificial intelligence, enhance self-service resources, and implement scalable solutions that improve customer outcomes and team efficiency.
The ideal candidate possesses strong leadership abilities, experience within a SaaS environment, a passion for developing people, and a proven ability to balance customer experience, operational efficiency, and continuous improvement in a fast-paced, high-growth organization.
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
- Bachelor's degree in Business Administration, Management, Communications, or a related field; equivalent experience may be considered in lieu of a degree.
- 3+ years of leadership experience within Customer Support, Customer Success, Technical Support, or a related customer-facing function.
- Preferred experience within a SaaS environment; experience supporting healthcare, home care, or other highly regulated industries is a plus.
- Demonstrated ability to lead, develop, and motivate high-performing customer support teams.
- Proven ability to analyze support operations and identify opportunities to improve customer experience, employee effectiveness, and operational efficiency.
- Experience leveraging automation, artificial intelligence, self-service resources, workflow optimization, or other scalable solutions to improve support performance and reduce customer effort.
- Strong understanding of customer support metrics and KPIs, including…
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