Customer Support Manager

MoeGo is hiring a Customer Support Manager to lead its frontline support team and 24/7 global support operation. The role owns staffing, coverage, quality, team performance, forecasting, capacity planning, AI automation, and QA, while partnering with other teams to resolve escalations and reduce repeat issues.

Responsibilities:

• Directly manage two Support Leads, and through them the specialist team across shifts and time zones
• Develop the Support Leads into stronger operators, delegating day-to-day queue and shift management while building their ownership of forecasting, QA, and automation
• Set clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues
• Own escalation paths so leads and specialists know when and how to escalate
• Own demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets
• Monitor queue health in real time and adjust staffing as volume shifts, including seasonal peaks
• Build headcount and capacity plans based on volume trends and AI deflection
• Run the QA program, including scoring rubrics, calibration, and coaching loops
• Own CSAT, first response time, resolution time, and backlog metrics, and act on trends
• Maintain support macros, workflows, and knowledge base content
• Partner on AI resolution performance, identifying gaps and tuning content and workflows
• Find opportunities to automate repetitive work and reduce manual handling
• Manage bug and incident escalations with Engineering, including prioritization and customer communication
• Surface product feedback and top contact drivers to Product with supporting data
• Coordinate with Implementation and CS on customer handoffs and at-risk accounts
• Deliver weekly and monthly reporting on volume, performance, quality, and staffing
• Flag operational risks early with a recommended plan

Requirements:

• 4+ years in customer support, with 2+ years leading a frontline team
• Experience with forecasting, scheduling, and coverage planning for a multi-shift team
• Experience running or improving a QA program
• Comfortable working with support data to diagnose problems and make staffing decisions
• Strong written communication and ability to work with technical and non-technical partners
• Experience leading 24/7 or globally distributed support teams
• Experience with AI-assisted support tools
• Experience in SaaS, especially SMB or vertical SaaS
• Familiarity with Intercom, Salesforce, or similar tools
• Experience managing through high-growth periods or seasonal volume spikes