Customer Support Manager

SendCutSend is an on-demand manufacturing company specializing in custom sheet metal and CNC machining, serving engineers, fabricators, and businesses across the U.S. and Canada. The Customer Support Manager oversees daily support operations, team performance, scheduling, coaching, and service levels. The role also partners with Production and other teams to resolve customer issues, improve processes, and enhance the customer experience.

Responsibilities:

• 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

Requirements:

• 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
• 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