Customer Support Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Manager leading people, KPIs, escalations, and support improvements for Arryved's hospitality POS SaaS platform. Partnering cross-functionally to improve customer outcomes and product-change readiness.
Responsibilities:
- Lead the customer support team and own team performance, service delivery, and continuous operational improvement
- Set goals and expectations, assign work, conduct one-on-ones, coach performance, and foster an accountable, inclusive culture
- Manage interviews, selection, onboarding, coaching, development, performance reviews, recognition, and performance concerns
- Establish team priorities, service standards, operating rhythms, and measurable deliverables
- Manage staffing plans, schedules, on-call rotations, holiday coverage, capacity, and workload allocation
- Own support KPIs including response time, CSAT, FCR, ticket backlog, and quality
- Monitor queues and capacity, make real-time prioritization decisions, and ensure effective ticket resolution
- Own escalations for high-impact, complex, or at-risk customer cases
- Serve as the technical and operational escalation point and coordinate with Product, Engineering, Customer Success, and senior leadership
- Lead improvements across processes, workflows, knowledge base, quality assurance, and training
- Identify customer-risk patterns and partner with Customer Success and Sales on retention strategies
- Synthesize customer feedback and support trends for cross-functional stakeholders
- Lead support-team readiness for new features and product changes through training, documentation, and escalation planning
Requirements:
- 4+ years of progressive experience in customer support, technical support, customer success, or a related software environment
- 1–2 years of experience leading or supervising employees
- Experience conducting performance reviews, setting measurable expectations, providing documented feedback, addressing underperformance, and building development plans
- Experience hiring, onboarding, and retaining employees
- Experience monitoring team KPIs, service-level performance, ticket queues, or team capacity
- Track record of building and optimizing workflows, support documentation, quality practices, and training programs
- Experience leading escalations and partnering cross-functionally with Product, Engineering, Customer Success, or Sales
- Familiarity with Zoho Desk, Salesforce, or comparable ticketing and customer-management platforms
- Experience supporting software systems
- Demonstrated people-leadership capability, coaching, talent development, and accountability
- Strong analytical skills and experience with dashboards and performance data
- Excellent verbal and written communication
- Strong cross-functional influence, facilitation, conflict-resolution, and change-management skills
- Sufficient technical aptitude to troubleshoot foundational issues and assess risk
Benefits:
- Equal Opportunity/Affirmative Action employer
Similar Jobs
Customer Experience Representative, Bilingual
Remote bilingual representative scheduling collision repair appointments for Crash Champions, a U.S. collision repair operator. Managing customer communications, rentals, towing, and service concerns.
Customer Support Specialist
Home-based Customer Support Specialist for a U.S. automotive SaaS company. Supporting auto repair shops with platform access, troubleshooting, and issue escalation.
Asesor de Atención al Cliente
Asesores de atención al cliente trabajando remotamente para A365, corporativo de soluciones empresariales. Atención de clientes, cumplimiento de indicadores y participación en capacitación pagada.
Asesores de Atención al Cliente
Asesores remotos de atención al cliente para IMPULSA A365, corporativo de soluciones empresariales. Gestión de consultas de lunes a viernes con capacitación remota pagada.
Atención al Cliente y Ventas
Asesor de atención al cliente remoto para público chileno en A365, corporativo de soluciones empresariales. Gestión de clientes y ofrecimientos comerciales con turnos AM o PM.
Asesor de Atención al Cliente – Full Time Tarde
Asesor de atención al cliente remoto para empresa peruana de telecomunicaciones y Contact Center. Gestionando clientes y oportunidades comerciales desde Lima, Chiclayo o Piura.
Asesor de Atención al Cliente, Full Time Tarde
Asesor de atención al cliente remoto para Konecta, contact center líder de telecomunicaciones en Perú. Gestionando clientes de una nueva compañía telefónica en turno mañana.
Atención al Cliente - Full time
Agente de atención al cliente remoto para Konecta, conectando empresas con sus clientes mediante agentes humanos e IA. Trabajo desde casa con sueldo fijo y comisiones.
Atención al Cliente
Asesor de ventas remoto para una nueva compañía telefónica en Lima. Contacto con clientes, asesoría y cierre de ventas con sueldo fijo y comisiones.
Customer Support Representative II
Nielsen customer support representative resolving client issues across proprietary software, hardware, and communication applications. Maintaining SLAs, documenting solutions, and escalating complex technical problems.
Customer Service Representative
Remote Customer Service Representative scheduling technician service calls and creating tickets for CGS Nexus. Liaising with clients and technicians via phone and email.
Customer Experience Assistant
Customer support specialist assisting Greek web hosting and domain customers via tickets, chat, and phone. Troubleshooting hosting services and forwarding feedback for Enartia, a web hosting provider.
Czech/Slovak Customer Support Representative
Remote customer support representative handling Czech/Slovak and English customer inquiries by phone and email. Resolving issues and maintaining high service quality from Bulgaria.
Customer Experience Associate
Remote Customer Experience Associate scheduling collision repair appointments and estimates for Crash Champions, a U.S. collision repair operator. Managing high-volume customer communications, rentals, and towing.
Customer Service Representative
Customer Relations Specialist supporting Cellular Sales customers with account research, issue resolution, and Verizon escalations. Fully remote role with phone-based customer support and virtual training.
Atención al cliente
Atención al cliente desde casa para Konecta, conectando empresas con sus clientes mediante agentes humanos e IA. Orientación al cliente y soporte remoto durante horarios full-time.
Atención al Cliente, Full Time
Agente de atención al cliente remoto para Konecta, empresa peruana que conecta negocios con sus clientes mediante agentes e IA. Trabajo full time desde casa.
Asesor de Atención al Cliente – Full Time Tarde
Asesor de atención al cliente remoto para una empresa peruana de telecomunicaciones. Gestión de clientes y negociación en turnos de mañana desde Lima, Chiclayo o Piura.
Servicio al Cliente
Curso virtual gratuito de servicio al cliente de Comfenalco Valle. Formación de 15 días con certificación para personas en búsqueda de empleo.
Asesor de atención al cliente, Sin experiencia
Asesor remoto de atención al cliente para Claro Perú, resolviendo consultas y reclamos de clientes PostPago. Ofreciendo mejoras de plan y trabajando turnos rotativos.