Customer Support Manager

Role Overview

• Lead, coach, and develop a team of Customer Support Representatives.
• Set clear expectations around performance, quality, and customer experience.
• Support onboarding, training, and ongoing development of support team members.
• Foster a customer-first, collaborative, and accountable team culture.
• Own day-to-day customer support operations, including ticket management, escalations, and response SLAs.
• Design, document, and continuously improve support workflows, policies, and playbooks.
• Ensure consistent, high-quality support across all channels (email, chat, etc.).
• Serve as an escalation point for complex or sensitive customer issues.
• Ensure issues are resolved efficiently and with a strong focus on empathy and clarity.
• Identify recurring customer pain points and proactively drive solutions.
• Partner closely with Product, Engineering, Payments, Risk/Fraud, and Operations teams to resolve customer issues and improve product experience.
• Advocate for the customer internally by surfacing insights, trends, and feedback.
• Support launches of new features or workflows by preparing the support team and updating documentation.
• Track and report on key support metrics (e.g., ticket volume, response times, resolution times, CSAT).
• Analyze trends to identify gaps, training needs, or opportunities for process improvement.
• Use data to inform staffing, tooling, and operational decisions.
• Own and optimize customer support tools and platforms (e.g., Zendesk).
• Help implement automation, macros, and self-service resources to improve efficiency and customer experience.
• Maintain internal and external knowledge bases and FAQs.

Requirements

• 4+ years of experience in customer support or customer experience, including at least 1–2 years in a people management role.
• Proven experience leading and scaling customer support teams in a fast-paced environment.
• Strong operational mindset with the ability to build processes that scale.
• Excellent communication skills, with a calm, empathetic, and customer-first approach.
• Comfortable handling escalations and navigating ambiguity.
• Data-driven, with experience using metrics to drive improvements.
• Ability to work cross-functionally and influence without authority.
• Experience in fintech, payments, SaaS, or a regulated environment is a plus.
• Familiarity with support platforms such as Zendesk is preferred.

Benefits

• Medical, Dental, Vision, LTD, and additional insurance programs
• 401(k)
• Equity