Customer Support Manager
Virtual Vocations Inc
Managing the daily operations of a support team, the full-time Customer Support Manager will oversee team performance, coaching, and process improvement in a remote environment while ensuring high-quality service delivery and operational efficiency. Key Responsibilities: Own the daily health of the support queue, ensuring proper ticket triage and resolution within SLA targets Directly manage support agents and team leads, setting expectations and conducting regular performance reviews and coaching sessions Execute and improve support processes, maintaining data accuracy and identifying recurring ticket patterns for escalation Required Qualifications: 5+ years of experience in customer support operations, with at least 2 years managing a team of 8+ support agents in a B2B SaaS environment Proven experience building or improving support operations, including processes and performance standards Hands-on experience with support queue management, including ticket triage and agent coaching Operational fluency with modern support platforms, preferably Zendesk Experience tracking and reporting on support KPIs to drive decision-making and performance improvements
Vacancy posted 3 days ago
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