Customer Support Manager

Job Description

Job Description

Description:

As the Customer Support Manager, you are responsible for overseeing the daily operations of the Customer Support team, ensuring coverage, responsiveness, and service levels are consistently met. This role maintains operational stability while identifying issues, escalating risks, and contributing to ongoing improvements in customer experience and internal processes.

Why SendCutSend?

SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining. We serve more than 150,000 engineers, fabricators, and businesses across the U.S. and Canada. We operate out of five facilities located in Nevada, Kentucky, and Texas.

Our business is built on reliability, accountability, quality, and constant improvement. Everyone here plays a real role in our success. We value people who are collaborative, innovative, and committed to detailed high-quality work. We’re scaling fast and building the future of manufacturing. If you’re excited to join the team and grow with us, we want to hear from you!

What you’ll do

• Oversee daily support operations, ensuring customer communications are handled quickly, clearly, and with a high standard of professionalism and care
• Manage team performance, attendance, and scheduling to ensure clear expectations, accountability, and proper coverage across all support channels
• Provide ongoing coaching, feedback, and support to supervisors and team leads to improve individual and team performance
• Identify recurring customer issues and operational gaps, partner with teams across the organization to determine root causes and develop solutions that improve the customer experience and support operations, and escalate key issues and recommendations to the Director
• Work closely with Production to resolve issues related to manufacturability, order accuracy, and job status in a timely and effective manner
• Maintain strong alignment between Customer Support and Production to ensure efficient issue resolution
• Implement processes, tools, and workflows introduced by the Director of Customer Support
• Reinforce training standards, identify skill gaps, and ensure team members are equipped to perform their roles effectively
• Provide regular updates to the Director on team performance, key challenges, and opportunities for improvement

Minimum Qualifications

• 3-5+ years of experience in customer support, customer service, or a related field
• 2+ years of experience in a leadership role, including managing team leads, supervisors, or frontline support staff
• Experience working in a fast-paced, high-volume support environment
• Ability to hold team members accountable while maintaining a positive and productive team environment
• Strong communication skills, with the ability to clearly escalate issues and provide actionable feedback to leadership
• Familiarity with ticketing systems, CRM platforms, and support tools such as Intercom, VOIP systems, or similar technologies
• Ability to interpret support metrics and performance data to identify trends and areas for improvement
• Strong organizational skills with the ability to manage multiple priorities and shifting demands
• Comfortable operating in a rapidly changing environment with evolving processes and priorities
• High ownership mindset with a strong focus on follow-through and accountability

Preferred Qualifications

• Experience in a manufacturing or production-focused environment
• Experience with Intercom or similar customer support platforms
• Experience working closely with Operations, Production, Engineering, or other technical teams
• Experience using customer support data and reporting to improve team performance and customer experience

Essential Physical Requirements

• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, phone, and other standard office equipment for remote work.
• Ability to communicate effectively through video conferencing, phone, chat, and other remote collaboration tools

Work Environment

• This role is a work from home position in a fast paced, collaborative environment that requires consistent communication, organization, and coordination across multiple remote teams.
• Dedicated Workspace : Access to a quiet, private, and distraction-free workspace at home to ensure customer data privacy and professional work meetings.
• Technical Connectivity : Ability to maintain a reliable, high-speed internet connection capable of supporting phone calls, video conferencing and company software.

Requirements: