Customer Support Manager
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Job Description
Support Manager at Bloomerang overseeing daily performance in customer support channels. Responsible for ensuring high-quality help and effective team management.
Responsibilities:
- Own daily and weekly performance across support channels (email, chat, phone)
- Actively manage capacity, volume, and priorities—anticipating issues before they arise
- Ensure customers receive clear, accurate, and empathetic support
- Use data to identify and communicate trends, risks, and opportunities
- Lead, coach, and develop a team of Support Specialists
- Set clear expectations and provide feedback to the team
- Foster a culture of ownership, curiosity, and customer empathy
- Partner with Support Operations, Enablement, and Knowledge teams
- Reinforce high-quality workflows balancing speed, accuracy, and customer experience
- Translate customer pain into actionable feedback
- Communicate clearly and confidently with stakeholders
Requirements:
- 3+ years of experience managing teams within a customer support environment
- Passion for coaching and ability to mentor early-career professionals
- Clear, confident communicator who ensures alignment with partners and leadership
- Proactive ownership and ability to lead with urgency during peak periods
- Use metrics and trends to drive decisions, understanding the 'why' behind data
- Experience supporting SaaS products (nice to have)
- Exposure to AI-powered support tools or automation (nice to have)
- Comfort partnering cross-functionally with Product, Engineering, and other teams (nice to have)
- Experience leading through change or growth (nice to have)
Benefits:
- Health, vision, and dental insurance options
- HealthiestYou healthcare service
- Competitive PTO package with 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, and paid parental leave
- 401k match
- Equipment delivered to your door
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