Lead a team of domestic and offshore support professionals responsible for resolving customer inquiries across product usage, billing, account, and general service topics.
Focus on building a high-performing, customer-centric support organization that delivers consistent, high-quality experiences at scale.
Center on people leadership, operational excellence, and cross-functional collaboration.
Coach and develop your team, ensure clear processes and accountability.
Partner closely with Product, Customer Success, Engineering, Finance, and other internal stakeholders to ensure customer issues are resolved efficiently and effectively.
Help translate company goals into actionable support strategies, continuously improving how we serve customers.
Drive to understand our products, customers, and internal workflows well enough to remove friction, identify trends, and improve outcomes.
Balance day-to-day execution with longer-term improvement initiatives to enhance the customer experience.

Requirements

3+ years’ experience managing and developing customer support or service teams, including remote and offshore resources
Bachelor’s Degree required, bonus if you have a Master’s in Business, Data Analytics, or Customer Experience
A strong understanding of customer support operations, workflows, and best practices
Experience with Accounts Receivable–related or financial services environments (e.g., payments, billing, or SaaS support)
Solid understanding of support metrics and KPIs (CSAT, SLA, productivity, quality, etc.) and how to use them to drive performance and engagement
Experience owning or partnering on internal support tools and platforms (e.g., Salesforce Service Cloud, Intercom, FinAI, reporting dashboards), including repetitive process automation
Comfort working cross-functionally to resolve customer issues and improve internal processes
Capable of creating quality training curricula for internal team members, other departments, and customers.

Benefits

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer support operationsworkflowsbest practicessupport metricsKPIsrepetitive process automationtraining curriculacustomer experiencedata analyticsfinancial services

Soft Skills

people leadershipoperational excellencecross-functional collaborationcoachingdevelopmentaccountabilityproblem-solvingcustomer-centric focuscommunicationteam management

Certifications

Bachelor's DegreeMaster's in BusinessMaster's in Data AnalyticsMaster's in Customer Experience