Support Manager

Remote

operationsfulltime

ashby

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Job description

You will manage a team of support agents and ensure operational efficiency in a remote environment. This role involves performance management, escalation handling, and maintaining high customer satisfaction.

Details

Remote work
2-4 years in customer support, with at least 1 year in management
Experience with support platforms like Intercom, Zendesk, or Gorgias

The work

Manage performance reviews and development plans for support agents
Oversee day-to-day queue health and operational execution
Handle Level 3 escalations and provide updates on open cases
Use data to identify performance trends and suggest improvements