Customer Support Manager
Monograph
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $80,000 - $90,000 per year
About the role
- Responsible for leading and scaling frontline support team across chat, phone, and email channels
- Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment
- Directly manage a team of Support Specialists and serve as the operational leader of live support environment
- Ensure customers receive fast, high-quality, and consistent support
- Owners of Intercom configuration and optimization, improve support efficiency through automation
- Monitor and improve metrics such as first response time, CSAT, and phone handle time
- Deliver structured call coaching, QA calibration, and real-time feedback
- Handle escalations and provide leadership during high-pressure customer situations
Requirements
- 5+ years of experience in SaaS customer support
- 3+ years of people management experience in a high-volume, live support environment
- Deep hands-on experience administering and optimizing Intercom
- Experience leveraging AI-powered support tools such as Fin
- Demonstrated experience leading a structured phone support environment
- Proven track record of improving CSAT, response times, and operational KPIs
- Strong analytical skills with comfort using dashboards and performance reporting
- Experience operating in a fast-paced, scaling startup environment
- Strong escalation management and customer de-escalation skills
- High ownership mindset with strong execution discipline
Benefits
- 100% premium coverage on our healthcare plans for employees and their families
- Dental & vision coverage for employees and families
- New laptop & equipment
- Wellness Stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS customer supportpeople managementIntercom administrationAI-powered support toolsphone support environmentCSAT improvementperformance reportingoperational KPIsescalation managementcustomer de-escalation
Soft Skills
leadershipanalytical skillshigh ownership mindsetexecution disciplinereal-time coachingcross-functional alignmentstructured call coachingfeedback deliveryhigh-pressure situation managementsupport efficiency improvement