Support Manager – Customer Experience, Operations
HireNow Staffing, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $120,000 - $150,000 per year
Job Level
Mid-LevelSenior
About the role
- Build the Support Function from Scratch
- Create scalable workflows, SOPs, quality standards, and escalation processes to support repeatable, reliable customer experiences.
- Establish and document support best practices for both frontline and tiered teams.
- Serve as a hands-on support expert, managing real customer conversations in the early stages while designing the long-term structure.
- Recruit, train, mentor, and performance-manage an expanding support team.
- Define, monitor, and continuously improve key KPIs including SLAs, CSAT, FCR, response time, and team efficiency.
- Use data to refine workflows, identify patterns, and drive continuous improvement.
- Select, configure, and manage support platforms, ticketing systems, and communication tools including AI and automation to scale effectively without losing the human touch.
- Build out knowledge management and self-service resources.
- Partner closely with Product, Engineering, and Operations to share customer insights, escalate critical issues, and help influence product evolution.
- Support a function that operates when customers operate including occasional evenings, weekends, or holidays during peak periods.
Requirements
- 5-8 years of experience in customer support, customer success, or service operations roles.
- 2+ years managing a customer support team , ideally in a high-growth or startup environment.
- Demonstrated success building or scaling a support function (team, systems, workflows, metrics).
- Background supporting SMB customers within technical product environments (POS, SaaS, logistics, or e-commerce strongly preferred).
- Deep knowledge of support analytics and operational KPIs, including SLAs, CSAT, and team productivity metrics.
- Experience implementing or leveraging AI/automation tools within support workflows.
- Familiarity with HubSpot Help Desk or similar support CRM platforms.
- Exceptional communication skills, emotional intelligence, and a customer-first mindset.
- Proven ability to perform effectively as a player-coach , balancing leadership with direct support responsibilities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcustomer successservice operationssupport analyticsoperational KPIsSLACSATteam productivity metricsAI toolsautomation tools
Soft skills
communication skillsemotional intelligencecustomer-first mindsetleadershipmentoringperformance managementproblem-solvingteam efficiencydata-driven decision makingcollaboration