Customer Support Manager

About the role and why it’s unique:

• Lead and enhance the performance of the customer support team, focusing on both day-to-day operations and long-term growth.
• Optimize workflows, collaborate with senior leadership and other departments, and provide actionable insights to improve customer satisfaction and team efficiency.
• Drive innovation through data-driven tests and proactively address customer pain points before they escalate.
• Oversee the management of risk, including large-scale outages and high-impact customer issues, ensuring quick resolution and identifying patterns to minimize recurring issues.
• Work cross-functionally with Product, Operations, Marketing, and CRM teams to improve the overall customer journey.
• Create and present strategic reports to senior leadership, translating data into actionable insights.

Who you are:

• 3-5+ years of experience in customer service management or a similar role.
• Strong leadership and coaching skills, especially in mentoring team leads.
• Proven ability to optimize workflows, improve operational efficiency, and implement scalable solutions.
• Excellent communication and stakeholder management skills, with the ability to collaborate across multiple departments.
• Availability to work weekends to ensure consistent team support.

Even better if you have:

• Experience with risk management, crisis handling, and compliance-related customer interactions.
• Proficiency in customer service tools and technology, including CRM platforms and workforce management systems.
• Strong analytical skills with the ability to translate data into strategic insights and recommendations.

Our target starting base salary range for this position is between $90,000 and $103,500, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

#LI-REMOTE