Customer Support Manager Job Waco area,Texas USA,Customer Service/HelpDesk

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

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 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 810 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

Minimum Qualifications

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 CSAT, response times,…