As a Customer Support Manager, you are responsible for owning the day-to-day execution and continuous improvement of the customer support function.

You oversee support operations while building the systems and processes required to operate efficiently at scale. You own day-to-day support execution while partnering closely with the Director of Customer Service to drive priorities and maintain operational consistency.

This is a highly detail-oriented, hands-on role for someone who is proactive, organized, and comfortable managing a high volume of moving pieces. You will lead through execution, support team development, and build the structure needed to scale support operations effectively.

What You’ll Do

• Own and manage the end-to-end ticketing process, including reshipments, returns, order cancellations, compliance questions, refunds, billing issues, bugs, and enhancement requests
• Ensure all tickets are triaged, prioritized, and resolved accurately and efficiently, maintaining high standards for quality and responsiveness
• Act as the escalation point for complex or sensitive issues, driving resolution while identifying patterns and preventing repeat problems
• Proactively identify gaps, inconsistencies, and inefficiencies across support workflows and implement improvements to increase speed, clarity, and accuracy
• Maintain strong attention to detail across all support interactions, ensuring compliance-related information and order handling are correct and consistent
• Support the development of the Customer Support team by providing guidance, feedback, and day-to-day direction, even without direct people management responsibility
• Serve as a key partner to the Director of Customer Service, helping manage priorities, absorb operational load, and keep support running smoothly
• Collaborate cross-functionally with Sales, Implementation, Product, and Operations to resolve issues, improve processes, and support new initiatives
• Build and maintain SOPs, knowledge base content, and internal documentation to improve team consistency and onboarding
• Track and monitor key metrics (response time, resolution time, backlog, escalation trends), using data to drive improvements and surface risks early

What You Bring

• Exceptional attention to detail with a track record of maintaining accuracy in fast-paced, high-volume environments
• Strong proactive mindset—you identify issues early, take initiative, and follow through without needing direction
• Hands-on experience managing ticketing systems and complex support workflows
• Ability to manage competing priorities while staying organized and responsive
• Clear, direct communicator who works effectively across teams and levels
• Strong ownership mentality—you take responsibility for outcomes, not just task completion
• Ability to support and guide team members, contributing to team consistency and development

Qualifications

Required

• 4–8+ years in customer support or service operations
• 1–3+ years of experience leading or supervising a team
• Experience working in B2B or partner-driven environments
• Strong experience with CRM or ticketing systems (e.g., Zoho, Salesforce, Zendesk)
• Proven ability to manage escalations and drive issues through to resolution

Preferred

• Experience in SaaS, HR, payroll, or compliance-related environments
• Familiarity with subscription-based services or recurring revenue models
• Experience working with small businesses or SMB customers
• Exposure to bookkeeping, billing operations, or financial workflows
• Experience with QA, testing, or validating system changes and enhancements