Everway

Customer Support Manager

Everway

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead, coach, and mentor a team of Customer Support Specialists, providing ongoing feedback and development opportunities to maximize performance.
  • Oversee omni-channel customer support operations to ensure all inquiries are handled professionally and within SLA targets, while identifying opportunities to streamline workflows and improve operational efficiency.
  • Serve as the primary escalation point for complex customer issues, coordinating closely with Product, Engineering, and other teams to deliver effective resolutions.
  • Monitor and analyze team performance metrics—including response time, resolution time, and customer satisfaction—using data insights to identify trends, drive process improvements, and inform technology investment decisions.
  • Develop, refine, and optimize support processes and workflows, championing automation, AI-assisted solutions, and other technology-led innovations to improve efficiency and reliability.
  • Manage and enhance the knowledge base, collaborating with specialists to create and optimize self-service resources; ensure content aligns with opportunities for AI-powered search, automated routing, and predictive support.
  • Collaborate cross-functionally with Customer Success, Product, and Marketing to align on customer feedback, product improvements, and initiatives that support operational excellence.
  • Identify trends in customer queries and escalate insights to inform product enhancements, proactive support strategies, and AI-driven predictive support models.
  • Conduct regular team meetings and 1:1s to communicate priorities, review performance, and resolve obstacles.
  • Ensure compliance with customer support best practices and company policies while fostering a customer-centric and innovation-minded culture.

Requirements

  • 5+ years of experience in customer support or a similar role, including at least 2 years in leadership, ideally within EdTech or SaaS environments.
  • Proven ability to manage and develop a high-performing support team, with strong coaching and feedback capabilities.
  • Experience with omni-channel support and familiarity with key tools and platforms (e.g., Zendesk, Salesforce), including exposure to automation, AI-based support tools, or workflow optimization technologies.
  • Strong analytical skills with experience tracking and managing KPIs, using data to assess performance, diagnose root causes, and drive operational and process improvements.
  • Exceptional problem-solving capabilities and experience managing escalations with a strategic, root-cause-focused approach.
Benefits
  • Competitive salary with bonus opportunities
  • Flexible work schedules
  • Comprehensive health and wellness benefits
  • Flexible time off plans
  • Career growth through development programs
  • Collaborative, innovative culture where your ideas matter
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportperformance metricsprocess improvementworkflow optimizationdata analysisKPI managementproblem-solvingcoachingmentoringautomation
Soft Skills
leadershipcommunicationcollaborationstrategic thinkingcustomer-centric mindsetinnovation-minded culturefeedback capabilitiesanalytical skillsteam managementescalation management