Customer Support Senior Manager

New

Skills

AI-Powered Workflows Customer Support Management Front Intercom Multi-Channel Support Process Design Quality Assurance Remote Team Management Scheduling and Time Zone Management Zendesk

We are seeking a dedicated Customer Support Team Senior Manager to oversee the performance of our dispersed support agents. This role involves not only management but also hands-on participation in ticket resolution, shaping scalable processes, and ensuring customer satisfaction. The ideal candidate will have a passion for customer service and a track record of implementing efficient support workflows.

Key Responsibilities
  • Manage day-to-day performance of 12+ support agents.
  • Act as player-coach, handling tickets and providing backup.
  • Design scalable processes leveraging AI-powered workflows.
  • Maintain customer obsession and happiness across the team.
  • Own scheduling across various locations and time zones.
  • Develop workflows, escalation paths, and QA processes.
Required Skills & Qualifications
  • 8+ years in customer support; 3+ years in management.
  • Experience with high-volume, multi-channel support.
  • Strong focus on customer satisfaction and service quality.
  • Familiarity with AI tools and support tooling evaluation.
  • Proficient in Front, Zendesk, or Intercom.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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