Manager, Customer Support
Bloomerang
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $53,500 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment
- Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards
- Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods
- Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them
- Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence
- Set clear expectations and follow through—recognizing great work and addressing gaps early
- Foster a culture of ownership, curiosity, and customer empathy
- Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support
- Reinforce high-quality workflows that balance speed, accuracy, and customer experience
- Help translate customer pain into actionable feedback—without noise or exaggeration
- Communicate clearly and confidently with stakeholders at multiple levels
Requirements
- Proven Leadership: You bring 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement.
- Talent Development: You have a passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability.
- Communication Mastery: You are a clear, confident communicator who ensures partners and leadership are always aligned and never surprised.
- Proactive Ownership: You don’t wait for permission to lead. You notice potential issues early, take immediate ownership, and bring solutions—not just problems—to the table.
- High-Stakes Focus: You lead with urgency when it matters most. During peak periods, you have the ability to simplify complex situations and keep the team focused on what’s essential.
- Intentional Accountability: You set crystal-clear expectations and provide feedback that is direct, timely, and constructive, ensuring the team knows exactly where they stand.
- Data-Driven Judgment: You use metrics and trends to drive decisions, but you look beyond the numbers to understand the 'why' behind the data.
- Balanced Action: You have a strong bias toward action, tempered by the seasoned judgment to know when to slow down and consider long-term tradeoffs.
- Scalable Impact: You look for ways to use AI and systems to increase efficiency without sacrificing quality, always thinking beyond 'today’s queue' to advocate for long-term improvements.
Benefits
- You'll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere.
- You'll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, as well as paid parental leave. More is more!
- You'll receive a 401k match to help invest in your future.
- Everything you need to be successful, shipped right to your door. You got this. We got you.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
leadershipcoachingcommunicationproactive ownershipaccountabilitydata-driven judgmentproblem-solvingcustomer empathyteam developmentperformance management