Checkbook

Customer Support Manager

Checkbook

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

Requirements

  • 4+ years of experience in customer support or customer experience, including at least 1–2 years in a people management role.
  • Proven experience leading and scaling customer support teams in a fast-paced environment.
  • Strong operational mindset with the ability to build processes that scale.
  • Excellent communication skills, with a calm, empathetic, and customer-first approach.
  • Comfortable handling escalations and navigating ambiguity.
  • Data-driven, with experience using metrics to drive improvements.
  • Ability to work cross-functionally and influence without authority.
  • Experience in fintech, payments, SaaS, or a regulated environment is a plus.
  • Familiarity with support platforms such as Zendesk is preferred.
Benefits
  • Medical, Dental, Vision, LTD, and additional insurance programs
  • 401(k)
  • Equity
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportticket managementescalation handlingdata analysisprocess improvementworkflow designmetrics trackingautomation implementationself-service resources
Soft Skills
leadershipcoachingcommunicationempathycollaborationproblem-solvingoperational mindsetinfluencing without authoritycustomer-first approach