Checkbook

Customer Support

• Lead, coach, and develop a team of Customer Support Representatives.
• Set clear expectations around performance, quality, and customer experience.
• Support onboarding, training, and ongoing development of support team members.
• Foster a customer-first, collaborative, and accountable team culture.
• Own day-to-day customer support operations, including ticket management, escalations, and response SLAs.
• Design, document, and continuously improve support workflows, policies, and playbooks.
• Ensure consistent, high-quality support across all channels (email, chat, etc.).
• Serve as an escalation point for complex or sensitive customer issues.
• Ensure issues are resolved efficiently and with a strong focus on empathy and clarity.
• Identify recurring customer pain points and proactively drive solutions.
• Partner closely with Product, Engineering, Payments, Risk/Fraud, and Operations teams to resolve customer issues and improve product experience.
• Advocate for the customer internally by surfacing insights, trends, and feedback.
• Support launches of new features or workflows by preparing the support team and updating documentation.
• Track and report on key support metrics (e.g., ticket volume, response times, resolution times, CSAT).
• Analyze trends to identify gaps, training needs, or opportunities for process improvement.
• Use data to inform staffing, tooling, and operational decisions.
• Own and optimize customer support tools and platforms (e.g., Zendesk).
• Help implement automation, macros, and self-service resources to improve efficiency and customer experience.
• Maintain internal and external knowledge bases and FAQs.

Customer Support Manager