Customer Support Manager

Extensiv

Manager, Customer Support leading collaborative teams to optimize customer service at Extensiv. Involved in coaching talent and developing scalable support solutions.

Posted 4/22/2026full-timeSandy • Utah • 🇺🇸 United StatesMid-LevelSenior💰 $105,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

Leading the day-to-day activities of the Tier 1 and Tier 2 teams by providing strong leadership, coaching and mentoring
Be a change agent – optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring our customers are successful
Oversee and manage tools to deliver support at scale, including ticketing system, knowledge management, community platform and customer feedback tools
Work with Product and Engineering teams to develop scalable support solutions designed to maximize support levels and reduce operational expenditures
Act as an escalation point for the team and customers when appropriate
Retain and recruit a world class Customer Support team capable of adapting in a consistently evolving and high growth environment

Requirements

What you’ll need

3-5 years experience leading customer support teams in a software based organization
Metrics focused, process-oriented and obsessively organized
Impeccable writing skills, with a focus on modifying your tone based on the context
Ability to work across teams to get customer issues resolved - experience working closely with software engineers on bugs or product managers on new features

Benefits

Comp & perks

Professional development opportunities
Flexible work arrangements
Inclusive environment

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

leadershipcoachingmentoringchange agentprocess optimizationorganizational skillswriting skillscollaborationcustomer issue resolutionadaptability