Customer Support Manager

Customer Support Manager Location: Coral Gables, FL (In-person – Commas HQ) Type: Full-time About Commas Commas is the full-stack growth platform for digital businesses. Whether someone is just getting started or building toward their next million dollars, we give them the infrastructure to do it — payments, checkout funnels, community, courses, affiliate systems, analytics, and everything in between, all in one platform. We’re one of the fastest-growing future-of-work companies in Miami, processing billions in volume through our platform. The team moves fast, ships constantly, and is obsessed with helping people earn from what they already know. If you want to help make this market more accessible, this is the place. Role Description We’re seeking a Customer Support Manager to own training, knowledge, quality control, escalations, and reputation across our Customer Support and Client Success teams. Our support organization serves both the sellers who build on Commas and the customers who buy from them, across email, live chat, phone, and Slack. In this role, you will: Lead and develop a team of ~12–15 Customer Care and Client Success associates, including offshore and overnight coverage. Become the escalation point for Customer Care and build a team that resolves hard cases on its own. Raise the quality of every conversation through training, QA, and a knowledge base that keeps pace with the product. You’ll report to the Head of Customer Success and work closely with Client Success, Risk, Disputes Operations, and Engineering. By day 90, Customer Care escalations should stop routing to the Head of Customer Success by default and come to you instead. Key Responsibilities People Management Lead the Customer Care team: schedules, coverage across time zones, 1:1s, performance reviews, and documented performance plans when needed. Hold associates to clear standards and address gaps directly and quickly. Hire and onboard new associates, including offshore and overnight staff. Escalations (T2/T3) Serve as the escalation point for hard buyer and seller cases, upset customers, and anything an associate can’t resolve. Triage, resolve, or route cases to the right owner (Client Success, Risk, Disputes Operations, Engineering) with evidence already gathered. Turn every repeat escalation into a fix: a macro, a knowledge article, or a training rep. Knowledge & Training Make research the team’s first skill: locating any transaction by name, email, phone, or card details using the knowledge base, AI tools, and the seller’s view of the product. Run training on a simple loop: define the behavior, model it, have the associate do it, observe, correct on the spot, and repeat until it sticks. Own the internal support knowledge base and keep it current as the product changes. Quality & CSAT Review every low CSAT score and every escalation to human support, and coach the associate within 24 hours. Run weekly QA on a sample of conversations across email, chat, and phone. Report team KPIs weekly: first response time, resolution time, CSAT, and escalation rate. Reputation Management Own how buyers and sellers talk about Commas publicly on Trustpilot, BBB, and social channels. Respond to public reviews, recover detractors, and run the team’s review-gathering program. Flag sellers whose behavior is driving complaints to Client Success and Risk. AI Support Partnership Partner with the Head of Customer Success on our chat and voice AI agents: review bot handoffs, flag wrong or missing answers, and supply the knowledge that closes those gaps. Push more conversations to self-serve and AI resolution without lowering quality. What Success Looks Like Day 30: Met every associate 1:1, shadowed each channel, mapped the top 10 escalation reasons, and taken over the escalation queue. Day 60: Launched a weekly QA and CSAT review cadence, shipped knowledge articles or macros for the top 5 escalation reasons, and set individual goals for every associate. Day 90: Cut escalations to the Head of Customer Success by at least half, run the review-gathering program independently, and delivered your first monthly team report. Qualifications Required 4+ years in customer support, with 2+ years managing a frontline team of 5 or more. Experience in payments, fintech, e-commerce, or SaaS billing; refunds, chargebacks, subscriptions, and failed payments are familiar territory. A record of raising CSAT or cutting escalations through coaching, not just policy. Comfort giving direct feedback and running documented performance conversations. Hands-on experience with a modern help desk (Pylon, Zendesk, Intercom, or similar) and with AI tools for research and drafting. Clear, calm written English for upset customers and public review responses. Nice to Have Experience managing offshore or BPO agents across time zones. Built or maintained a help center or internal knowledge base. Worked alongside AI chat or voice agents: reviewing handoffs, tuning answers, writing source content. Experience supporting both sides of a platform: the businesses and the customers who buy from them. Owned online reputation on Trustpilot, BBB, or app stores. Authorization to Work: Applicants must be legally authorized to work in the United States. FanBasis is unable to sponsor or support employment visas at this time. Workplace Philosophy at Commas Culture eats strategy. The best ideas in the world mean nothing without the right people around the table and the right chemistry between them. In-Person Matters The businesses we work with are trusting us with their revenue, and that kind of trust gets built faster in a room than over Slack. Being in-person means faster decisions, sharper collaboration, and the kind of alignment across sales, product, and risk that’s hard to fake on a call. That’s why in-office culture is non-negotiable at Commas. This is not a hybrid or remote role; the expectation is 5x a week in office. Lifestyle Hours We’re not a 9-to-5 company. Our schedule mirrors our customers’ early mornings, late nights, whatever the moment calls for. Building something worth building takes real time and real effort, and we show up accordingly. High-Performance Culture Commas isn’t for everyone, and that’s the point. We’re built for builders, not passengers. We move fast, set ambitious standards, and expect people to rise to them. If you have the talent and the drive, this will be a ride to remember. A Final Word We’re building something special: infrastructure that changes how millions of people earn a living online. It takes long hours and relentless effort. It’s not for everyone. If you’re wired to compete, build, and win, this is where that energy belongs. Benefits Competitive salary and benefits package Gym membership packages Paid time off and company-paid holidays Team-building events, company lunches, and swag Opportunity to be part of a fast-growing team of industry experts