Customer Support Manager (Remote - United States), New York

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Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a

Customer Support Manager

in the

United States .

We are looking for a dynamic and experienced Customer Support Manager to lead and grow a high-performing frontline support team. In this role, you'll oversee day-to-day operations, coach and mentor team members, and ensure the delivery of exceptional customer experiences. You will also drive performance metrics, handle escalations, and collaborate with cross-functional teams to continually improve customer support strategies. This is an opportunity to shape a world-class customer support function in a fast-paced, tech-driven environment where leadership and innovation are valued.

Accountabilities:

Lead, mentor, and grow a team of frontline support specialists in a high-performance environment Establish a culture of ownership, accountability, and continuous improvement Manage key support metrics, including response times, CSAT, and resolution rates Handle escalated customer issues and ensure positive outcomes across internal and external stakeholdersCollaborate with internal teams to enhance support processes and customer experience Analyze team performance data to identify trends, address gaps, and drive strategic improvements Recruit, onboard, and train new support team members in alignment with company goals Represent the support function in cross-departmental initiatives and customer advocacy efforts

Requirements

6+ years of customer support experience, with 3+ years managing a large team of individual contributors Experience operating in a SaaS or tech startup environment with a global support model Proficiency in customer support tools such as Zendesk, Intercom, Jira, and similar platforms Proven track record of driving performance and exceeding customer service KPIsAbility to coach, inspire, and retain top talent across diverse teams Strong organizational, problem-solving, and prioritization skills Excellent communication skills, including the ability to translate technical topics for non-technical audiences A customer-first mindset and strong cross-functional collaboration skills

Benefits

Competitive salary ($95,000-$125,000 per year) Medical, dental, and vision insurance fully covered 401(k) plan with company matching Unlimited PTO and flexible time-off policy Monthly wellness, internet, and childcare reimbursements Generous parental leave policy Equity package and growth opportunitiesFast-paced, collaborative environment with a global and diverse team Work-from-anywhere flexibility and support for remote team members

Jobgether hiring process disclaimer

This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and LinkedIn profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days.

If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Customer Service Industries Non-profit Organizations and Primary and Secondary Education Referrals increase your chances of interviewing at Jobgether by 2x Sign in to set job alerts for“Customer Service Support Manager” roles.

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