Bloomerang

Customer Support Manager

Bloomerang

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $53,500 - $80,000 per year

About the role

  • Own daily and weekly performance across support channels (email, chat, phone)
  • Actively manage capacity, volume, and priorities—anticipating issues before they arise
  • Ensure customers receive clear, accurate, and empathetic support
  • Use data to identify and communicate trends, risks, and opportunities
  • Lead, coach, and develop a team of Support Specialists
  • Set clear expectations and provide feedback to the team
  • Foster a culture of ownership, curiosity, and customer empathy
  • Partner with Support Operations, Enablement, and Knowledge teams
  • Reinforce high-quality workflows balancing speed, accuracy, and customer experience
  • Translate customer pain into actionable feedback
  • Communicate clearly and confidently with stakeholders

Requirements

  • 3+ years of experience managing teams within a customer support environment
  • Passion for coaching and ability to mentor early-career professionals
  • Clear, confident communicator who ensures alignment with partners and leadership
  • Proactive ownership and ability to lead with urgency during peak periods
  • Use metrics and trends to drive decisions, understanding the 'why' behind data
  • Experience supporting SaaS products (nice to have)
  • Exposure to AI-powered support tools or automation (nice to have)
  • Comfort partnering cross-functionally with Product, Engineering, and other teams (nice to have)
  • Experience leading through change or growth (nice to have)
Benefits
  • Health, vision, and dental insurance options
  • HealthiestYou healthcare service
  • Competitive PTO package with 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, and paid parental leave
  • 401k match
  • Equipment delivered to your door
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysismetrics trackingteam managementcustomer supportSaaS supportcoachingmentoringperformance managementworkflow optimizationchange management
Soft Skills
clear communicationempathyownershipproactive leadershipcuriositystakeholder alignmentfeedback provisionteam developmentproblem-solvingadaptability