Manager, Customer Support

Juniper Square

Manager responsible for leading and developing customer support teams at Juniper Square. Transforming support operations with AI tools and improving customer outcomes.

Posted 5/7/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $94,000 - $117,500 per yearWebsite

About the role

Key responsibilities & impact

Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square
Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals
Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team
Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along
Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes
Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc)
Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues
Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience
Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality

Requirements

What you’ll need

2+ years of management experience with a demonstrated track record of leading teams through meaningful change
Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success
Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square’s products and customers for the team
Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into an high team engagement
Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement
Excellent communicator with strong interpersonal skills
Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage

Benefits

Comp & perks

Health, dental, and vision care for you and your family
Life insurance
Mental wellness coverage
Fertility and growing family support
Flex Time Off in addition to company-paid holidays
Paid family leave, medical leave, and bereavement leave policies
Retirement saving plans
Allowance to customize your work and technology setup at home
Annual professional development stipend

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

management experiencecustomer supportAI toolsworkflow developmentdata analysisSLA managementproduct knowledgecustomer relationship managementB2B experienceSaaS experience

Soft Skills

leadershipcommunicationinterpersonal skillsteam engagementcoachingfeedback deliveryadaptabilityproblem-solvingvision communicationmotivation