Support Manager
PlayOn! Sports
full-time
Posted on:
Location Type: Hybrid
Location: Chamblee • United States
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About the role
- Lead, coach, and manage a team of Support Specialists delivering phone- and case-based customer support.
- Drive individual and team performance through regular coaching, feedback, and performance management.
- Develop and execute team development plans focused on skill growth, career progression, and engagement.
- Monitor and manage daily operations, including: Case queues and backlog health, Call volume and coverage, SLAs, response times, and customer satisfaction.
- Own and track team KPIs such as productivity, quality, CSAT, adherence, and resolution effectiveness.
- Partner with cross-functional teams (Operations, Product, Engineering, Customer Success) to identify trends, escalate issues, and improve support processes.
- Ensure consistent use of Salesforce (or similar CRM) for case management, documentation, and reporting.
- Participate in hiring, onboarding, training, and ramp plans for new team members.
- Build schedules and staffing plans to ensure proper coverage across shifts and peak demand.
- Reinforce company policies, support standards, and expectations consistently and fairly.
- Contribute to continuous improvement initiatives focused on efficiency, quality, and customer experience.
Requirements
- 4–6 years of experience in customer support or contact center environments.
- 2+ years of experience managing or leading frontline support teams.
- Strong people leadership skills with a proven ability to coach, develop, and hold teams accountable.
- Experience managing support operations using Salesforce or a similar case management platform.
- Comfort working with performance metrics, dashboards, and KPIs to drive decisions.
- Excellent communication skills with the ability to lead through clarity, empathy, and consistency.
- Strong organizational and time-management skills in a fast-paced environment.
- Calm under pressure and capable of leading teams through change.
Benefits
- Multiple medical insurance plans to choose from
- Dental, vision life and disability insurance
- Employee Emergency Fund
- Company equity (stock options)
- Open PTO policy
- 401K plan with company match
- Hybrid/flexible work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcase managementperformance managementKPI trackingcoachingteam developmentschedulingstaffing planscontinuous improvement
Soft skills
people leadershipcommunicationorganizational skillstime-managementempathycalm under pressureaccountabilityclarityconsistency