Customer Support Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Manager leading proactive support initiatives and team for Coinme's customer support organization. Managing strategies and systems to enhance customer interactions and efficiency.
Responsibilities:
- Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations
- Build a culture of accountability, continuous improvement, and professional development
- Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration
- Identify skill gaps across the team and implement targeted training programs
- Own the holistic performance of the support organization across all tiers
- Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve
- Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't
- Capacity plan across shifts, geographies, and skill levels to balance cost and coverage
- Drive semi-annual OKR setting and retrospectives for the support org
- Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities
- Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements
- Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet legal and regulatory obligations.
- Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization
- Collaborate with the Frontline Support Manager on escalation handoff quality and T1-to-T2 workflow efficiency
- Drive the department's evolution from reactive ticket resolution to proactive support — identifying and addressing customer issues before they generate contact volume
- Analyze contact driver data to isolate repeatable, high-volume issue patterns and build automated solutions that eliminate them at the source
- Own the automation roadmap for the support org — evaluate, propose, and implement workflow automations, self-service tooling, and AI-driven solutions that reduce manual effort and improve resolution speed
- Partner with Engineering and Product to close feedback loops — ensure recurring support issues translate into product fixes, in-app guidance, or automated resolution paths rather than permanent manual workarounds
- Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete components that can be systematized, automated, documented, or self-served
- Track and report deflection and automation metrics — measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score
- Identify systemic inefficiencies in the support funnel and propose structural solutions
- Benchmark support performance against industry standards and competitors
- Evaluate and recommend tooling, automation, and process changes that reduce overall contact rates and cost-per-resolution while maintaining quality
Requirements:
- 3+ years managing customer support or customer success teams, ideally in fintech, crypto, or regulated industries
- Demonstrated ability to think at a department level — connecting team performance to business outcomes
- Proven experience driving proactive support initiatives — reducing ticket volume through automation, self-service, workflow creation, or systemic fixes rather than adding headcount
- Strong ability to navigate complexity — can deconstruct multi-layered, cross-system problems and design scalable solutions
- Track record of identifying, proposing, and implementing automation workflows that measurably reduced manual effort or contact volume
- Experience managing distributed or remote teams across multiple time zones
- Strong analytical instinct — comfortable building reports, interpreting data, and making decisions from metrics
- Proven track record of coaching and developing team members, including difficult performance conversations
- Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable)
- Excellent written and verbal English communication
- Experience working with US-based leadership in a cross-cultural, remote environment.
Benefits:
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Similar Jobs
Client Support Specialist
Clinical Support Associate assisting US clinical teams with technical issues on a health tech platform. Ensuring smooth client support operations in a fully remote setting.
Closing Support Specialist
Closing Support Specialist collaborating with clients and teams for mortgage servicing. Handling correspondence, quality audits, and training for home ownership support.
Phone Support Specialist
Technical Phone Support Specialist providing customer support and technical assistance in a call center environment for the healthcare industry. Engaging with medical device technology while not directly interacting with patients.
Customer Service Representative
Customer Service Representative managing client communications and CRM operations for a growing business. Requires strong English skills, with remote work from the Philippines.
Customer Service Agent
Customer Service Agent delivering best-in-class customer experience for rag & bone community. Acting as first point of contact for queries, ensuring outstanding service and shopping experience.
Spanish Customer Support Representative
Bilingual Customer Support Representative for Helpware handling inquiries for an international ticket marketplace. Problem-solving through phone, email, and social media while ensuring service excellence.
Manager, Customer Service – LTC Transactions
Manager of Customer Service for LTC Transactions at Genworth managing teams delivering high-quality customer service. Overseeing operations and driving performance for a customer-centric experience.
Customer Service Return Agent
Customer Service Return Agent at SIXT car rental ensuring top-notch rental experiences through customer engagement and vehicle management. Inspecting vehicles and completing transactions accurately while promoting additional services.
Customer Service Representative – Part time
Customer Service Representative for TTEC handling escalated calls and providing solutions. Remote position supporting customer experience and meeting performance metrics.
Bilingual Benefits Customer Service Representative – Spanish, French
Bilingual Benefits Customer Service Representative assisting Spanish or French speaking client members with enrollment services. Working remotely while maintaining high customer service standards in a virtual environment.
Bilingual Benefits Customer Service Representative – Seasonal
Seasonal Bilingual Customer Service Representative providing assistance to Spanish or French and English clients. Handling enrollments and customer service within a remote setting while safeguarding sensitive information.
Bilingual Benefits Customer Service Representative – Spanish, French
Bilingual Customer Service Representative assisting Spanish or French and English clients with enrollment processes. Providing superior customer service in a work from home environment after training.
Associate Learner Support Representative – Saturday-Wednesday Shift
Supporting new and prospective students on the Sophia Learning platform. Assisting with account management, course navigation, and troubleshooting basic issues.
Senior Continuous Improvement Lead, Customer Support Operations
Senior Continuous Improvement Lead responsible for enhancing customer support operations through process improvement projects. Collaborating cross-functionally to deliver measurable impacts across high priority initiatives.
Medical Virtual Assistant, Customer Service, Patient Support
Medical Virtual Assistant delivering exceptional patient support and customer service in remote healthcare operations. Managing inquiries and providing administrative assistance as part of telemedicine services.
Customer Care Specialist
Customer Care Specialist providing customer service for healthcare needs with a focus on chronic care. Working remotely while assisting patients and managing orders for medical equipment.
Software Support Specialist
Providing remote technical support for Canon's software solutions portfolio through phone, email, and remote desktop. Managing software incidents and collaborating with stakeholders to achieve service levels.
Customer Service Representative, Inbound
Service Customer Representative providing clear communication and scheduling for vehicle service appointments. Managing high call volume effectively in a remote role on US Eastern Time.
Customer Service Representative – Outbound
Customer Service Representative making outbound calls for high-volume automotive dealership service needs. Engaging customers through calls, texts, and maintaining accurate records.
Customer Support Specialist – AI SaaS Platform
Customer Support Specialist delivering thoughtful support for users of an AI voice automation platform. Handling inquiries and troubleshooting issues in a remote setup.