Customer Support Manager

About The RoleWe're seeking a proactive and people-driven Customer Support Manager to lead our growing support team. In this critical role, you'll oversee day-to-day operations, manage performance, drive team development, and champion a high-performance, customer-first culture. This is a hands-on leadership position where you'll spend the majority of your time working directly with supervisors and agents to ensure exceptional customer experiences. Key ResponsibilitiesPerformance Management Monitor and evaluate individual and team performance, including supervisors and agents. Identify underperformance and implement coaching, training, or corrective action as needed. Make strategic decisions regarding promotions, development plans, or terminations when necessary.

Data Management, CRM & Reporting Ensure accurate data entry of daily customer interactions into CRM and designated systems. Monitor reporting processes to maintain data integrity and reliability. Create custom reports and dashboards aligned with business needs and KPIs. Deliver timely and accurate reporting per company standards. Training & Development Develop and continuously improve training programs, materials, and conversation guidelines. Equip team members with the tools and knowledge needed to exceed customer expectations. Align training strategies with evolving customer needs and company goals. Team Environment & Workload Management Manage employee workload, create fair task distribution, and maintain team morale.

Implement recognition and incentive programs to drive motivation and productivity. Spend 60% of your time actively managing the support floor and daily operations. Conduct weekly 1: 1 meetings with team members for feedback and development. Resolve escalated issues promptly and effectively, supporting team and customer needs. People Management Lead hiring, onboarding, and retention of high-performing talent. Provide on-the-job training, coaching, and career development opportunities. Conduct annual salary reviews and performance assessments. Promote a culture of continuous improvement (Kaizen) and lifelong learning. Set clear monthly and quarterly team goals aligned with organizational objectives. Foster employee engagement through events, huddles, and regular team check-ins.

What We're Looking For Proven experience in a customer support leadership role. Strong interpersonal and team management skills. Data-savvy with experience in CRM systems and reporting tools. Excellent communication and problem-solving abilities. Passion for employee development, performance management, and customer satisfaction. A hands-on leader who thrives in a dynamic, fast-paced environment