Customer Support Manager

Checkbook is a leading FinTech company modernizing how businesses send and receive payments. They are seeking a Customer Support Manager to lead and scale the customer support function, build a high-performing team, and ensure effective support across all customer touchpoints.

Responsibilities:

• 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
• Familiarity with support platforms such as Zendesk