67,306 Customer Support Manager jobs in the United States
Customer Support manager
Posted 4 days ago
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Job Description
We are seeking a highly motivated and empathetic Remote Customer Service Representative to join our growing team. As the first point of contact for our customers, you will provide exceptional service by addressing inquiries, resolving issues, and ensuring a positive experience with our products and services.
This is a remote position available across all Canadian provinces and territories , allowing you to work from the comfort of your home while supporting a diverse and inclusive customer base.
Key Responsibilities:
- Respond to customer inquiries via phone, email, live chat, or social media
- Provide product and service information, troubleshooting support, and order assistance
- Handle and resolve customer complaints with professionalism and empathy
- Document customer interactions and escalate issues as needed
- Maintain up-to-date knowledge of company products, services, and policies
Requirements:
- High school diploma or equivalent (post-secondary education is an asset)
- Minimum 1 year of customer service experience (remote experience preferred)
- Excellent communication skills in English (French is a strong asset)
- Ability to multitask and navigate various software tools
- Reliable internet connection and a quiet, distraction-free workspace
What We Offer – Canadian Benefits:
- Extended Health & Dental Coverage – Comprehensive plans including vision, mental health services, and prescriptions
- RRSP Matching Program – Invest in your future with employer-matched Registered Retirement Savings Plan contributions
- Paid Time Off & Statutory Holidays – Generous PTO plus all federal and provincial holidays recognized
- Work-From-Home Stipend – Monthly allowance for internet, phone, or home office expenses
Company Details
Customer Support Manager
Posted today
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Job Description
Customer Support Manager
Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.
As a Customer Support Manager (CSM), you will serve as the primary customer liaison, assisting with, but not limited to, onboarding, product deployment and training, project support, and decision-making rooted in Prescient’s modeled performance metrics. The CSM’s ultimate goal is to drive client satisfaction, product usage, and adoption.
To excel in this role, the CSM should be comfortable wearing many hats to drive customer success and adoption. It is common for the CSM to interpret marketing performance and provide strategic views on media while managing the details of your client engagements. This role will report directly to the Head of Customer Success.
What You'll Do
- Own the end-to-end client implementation, onboarding, and value realization activities within the customer lifecycle journey.
- Develop strong client relationships based on value add, expertise, and being a trusted partner.
- Handle and resolve customer issues promptly
- Communicate client needs and features to internal stakeholders
- Drive renewals and upsells based on customer needs
- Deep investigation and root cause analysis into reported problems leveraging various marketing tools (ie Meta, Google, Shopify)
- Provide optimization insights and budget recommendations to turn insights into client value.
- Support internal CS initiatives, as directed by the Head of Customer Success, e.g., engagement and adoption model, onboarding playbooks, product training materials, etc.
What You'll Bring
- BA or BS degree
- 5+ years of digital media experience and, specifically, hands-on experience with paid media platforms, including, but not limited to, Meta and Google Ads
- Excellent communication and project management skills
- A strong understanding of media analytics with the ability to report on and analyze results
- Comfortable presenting to internal and external stakeholders
- Must have prior measurement experience
- Experience with MTA, MMM and/or incrementality measurement tools (required)
- Highly motivated self-starter with a sense of ownership, willingness to learn, and a high degree of curiosity
Customer Support Manager
Posted 21 days ago
Job Viewed
Job Description
Responsibilities:
- Supervise the daily operations of the customer support team to ensure efficiency and customer satisfaction.
- Train new team members on our customer service policies and best practices.
- Maintain open lines of communication, acting as the escalation point for complex customer inquiries or complaints.
- Regularly review customer interactions for quality assurance and identify areas for improvement.
- Keep the team updated on changes to company products and services.
- Develop and maintain knowledge-based documents, such as frequently asked questions and procedure manuals.
- Identify and recommend improvements to our customer service procedures to senior management.
- Support both internal and external customers as needed.
- Ensure all customer inquiries and issues are resolved promptly and professionally.
- Monitor team performance and conduct regular quality control to minimize errors.
Note: This role requires proficiency in Salesforce Configuration and other listed skills such as Account Reconciliation, Accounts Payable (AP), Accounts Receivable (AR), Billing, Data Entry, Invoice Processing, Microsoft Excel, Oracle, QuickBooks, SAP, and Customer Service. Requirements
- Proven experience in a Customer Support Manager role for a minimum of 3 years
- Proficiency in Account Reconciliation, Accounts Payable (AP), and Accounts Receivable (AR)
- Proficiency in Microsoft Excel
- Experience with Oracle and QuickBooks
- Familiarity with SAP and Salesforce Configuration
- Exceptional customer service skills
- Excellent communication and leadership skills
- Ability to work in a fast-paced environment
- Strong problem-solving and decision-making skills
- Ability to handle difficult situations with customers
- Strong organizational skills and attention to detail
- Proficiency in English language, both written and spoken
- Ability to work independently and as part of a team
- Bachelor's degree or equivalent in a relevant field is preferred.
For more information on this Customer Support Manager position and other full time accounting and finance opportunities, please contact us at and reference JO#00800- .
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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Customer Support Manager
Posted today
Job Viewed
Job Description
Customer Support Manager
Posted today
Job Viewed
Job Description
Customer Support Manager
Posted today
Job Viewed
Job Description
You will also be responsible for analyzing customer feedback and support data to identify trends and areas for improvement in products and services. Developing and maintaining comprehensive support documentation, knowledge bases, and FAQs will be a key responsibility. Collaborating with product development and sales teams to provide insights from customer interactions is crucial. Ensuring adherence to service level agreements (SLAs) and company policies is paramount. This role requires strong leadership skills, excellent problem-solving abilities, and a passion for delivering outstanding customer service.
The ideal candidate will have a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 5 years of experience in customer service or a related field, with at least 2 years in a supervisory or management role, is required. Proven experience with CRM systems and customer support software is essential. Excellent communication, interpersonal, and conflict resolution skills are a must. The ability to motivate and manage a team effectively, along with a customer-centric mindset, is critical. Experience in managing remote or hybrid support teams is a plus. This is a fantastic opportunity to lead and shape the customer support function within a growing organization.
Customer Support Manager
Posted today
Job Viewed
Job Description
The ideal candidate will have a proven track record in customer service management, preferably within the technology sector. You will be responsible for setting performance metrics, monitoring team performance, and ensuring service level agreements (SLAs) are met or exceeded. Experience with helpdesk software and CRM systems is essential, along with the ability to leverage data analytics to improve support operations. The manager will play a key role in developing knowledge base articles and support documentation to empower both customers and the support team. Strong leadership qualities, excellent communication skills, and the ability to motivate and guide a team are paramount.
We require a Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience. A minimum of 5 years of experience in customer support or helpdesk roles, with at least 2 years in a supervisory or management capacity, is necessary. Experience in managing a remote or hybrid support team is a plus. You should possess exceptional problem-solving skills, a calm demeanor under pressure, and a deep commitment to customer satisfaction. This is an excellent opportunity to join a growing company and lead a critical function, making a tangible impact on customer loyalty and retention. Join our client and contribute to their mission of providing outstanding support.
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Customer Support Manager
Posted today
Job Viewed
Job Description
Customer Support Manager
As a Customer Support Manager (CSM), you will serve as the primary customer liaison, assisting with, but not limited to, onboarding, product deployment and training, project support, and decision-making rooted in Prescient’s modeled performance metrics. The CSM’s ultimate goal is to drive client satisfaction, product usage, and adoption.
To excel in this role, the CSM should be comfortable wearing many hats to drive customer success and adoption. It is common for the CSM to interpret marketing performance and provide strategic views on media while managing the details of your client engagements. This role will report directly to the Head of Customer Success.
What You'll Do
- Own the end-to-end client implementation, onboarding, and value realization activities within the customer lifecycle journey.
- Develop strong client relationships based on value add, expertise, and being a trusted partner.
- Handle and resolve customer issues promptly
- Communicate client needs and features to internal stakeholders
- Drive renewals and upsells based on customer needs
- Deep investigation and root cause analysis into reported problems leveraging various marketing tools (ie Meta, Google, Shopify)
- Provide optimization insights and budget recommendations to turn insights into client value.
- Support internal CS initiatives, as directed by the Head of Customer Success, e.g., engagement and adoption model, onboarding playbooks, product training materials, etc.
What You'll Bring
- BA or BS degree
- 5+ years of digital media experience and, specifically, hands-on experience with paid media platforms, including, but not limited to, Meta and Google Ads
- Excellent communication and project management skills
- A strong understanding of media analytics with the ability to report on and analyze results
- Comfortable presenting to internal and external stakeholders
- Must have prior measurement experience
- Experience with MTA, MMM and/or incrementality measurement tools (required)
- Highly motivated self-starter with a sense of ownership, willingness to learn, and a high degree of curiosity
SaaS Customer Support Manager
Posted 1 day ago
Job Viewed
Job Description
In order to make an application, simply read through the following job description and make sure to attach relevant documents.
The Manager of Customer Care will be responsible for the day-to-day activities of the support team. Your responsibilities include ensuring the satisfaction of all customers through effective and efficient delivery of support. In this role, you will develop the team and their skills relative to ongoing general product knowledge and related technology knowledge and experience. You will be responsible for managing all work to ensure it is completed on time and meets customers' expectations. Your focus will be delivering high customer satisfaction and high employee satisfaction. You will be an advocate for customers and your team; reporting to the Director, Customer Care. This is a unique opportunity in that you are able to get in on the ground floor of the next high growth tech company in Raleigh with plans for extreme growth for both the company and the individuals in it.
Key Responsibilities
Queue Management:
* Supervise Support Teams and Team Leads to ensure balanced workload distribution and queue management across the team(s)
* Coordinate with Support Teams and Team Leads to forecast staffing needs and adjust schedules to maintain service levels.
Quality Assurance Management:
* Oversee quality assurance strategies to uphold service standards.
* Analyze quality metrics and trends to identify training needs and process improvements.
Fielding Customer Escalations:
* Support the team in handling escalated customer issues, ensuring timely and effective resolutions.
* Coordinating a leadership call with the client and success to discuss the escalation and any next steps
* Empower Team Leads to make decisions on escalated cases, providing guidance to maintain customer satisfaction.
Performance Management:
* Collaborate with peers to set individual and team performance goals; track progress and provide developmental feedback.
* Conduct performance appraisals for Team Leads and support them in managing their direct reports.
Metrics Management:
* Oversee the analysis and reporting of customer support metrics by team leads to ensure targets are met.
* Use metrics to identify areas for operational improvement and collaborate with team leads to implement changes.
Team Communications/Camaraderie:
* Facilitate regular communication channels between team leads and their teams to foster transparency and collaboration.
* Organize team-building activities to promote a positive, cohesive work environment.
CSAT Monitoring:
* Work with team leads to review CSAT scores and address areas affecting customer satisfaction.
* Implement and monitor action plans to improve CSAT based on team performance and feedback.
Schedule Adherence:
* Monitor and support team leads in managing their teams' schedule adherence, including PTO and sick time.
* Balance workforce needs with individual flexibility, ensuring coverage without compromising team well-being.
Engaging as a Player/Coach:
* Step in to assist with case resolution and backlog management when needed, setting a proactive leadership example.
* Coach team leads in fostering a culture of accountability and continuous improvement among individual contributors.
Qualification & Skills
* Must be able to work in a hybrid environment 3 days a week onsite in Raleigh
* 3+ years experience in a leadership or management position.
* Strong problem-solving abilities with a logical approach to issues
* Experience managing shift schedules and team coverage
* Excellent communication skills for interacting with clients, teams, and management
* Effective time management with the capability to juggle multiple tasks
* Basic proficiency with MS Office applications
* Familiarity with legal products is a plus
* Experience with document management systems, such as iManage or Netdocuments, is preferred
* Demonstrated initiative in leading company and team projects
* Adaptability in a dynamic work environment
* Skill in managing sensitive client relationships with patience and professionalism
* Ability to lead and effectively manage a client-focused team
* Clear and timely communication of issues and statuses
* Ability to work collaboratively within a team
* Quick learning capacity for new skills and concepts
* Aptitude for thinking on one's feet and multitasking
* Competence in capturing and relaying client needs internally
* Outstanding interpersonal skills for people management
Why apply for this job?
If you are a Support professional that wants the opportunity to work on fulltime with a high growth organization looking to make a big impact on the Raleigh tech scene, then apply today!
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This position is unable to sponsor H1Bs.
Senior Customer Support Manager
Posted today
Job Viewed
Job Description
Responsibilities:
- Lead, manage, and mentor a team of customer support representatives, fostering a high-performance and customer-centric culture.
- Develop and implement efficient customer support strategies, processes, and workflows to ensure timely and effective resolution of customer inquiries.
- Oversee daily operations of the customer support department, ensuring all service level agreements (SLAs) are met or exceeded.
- Monitor customer interactions across various channels (phone, email, chat, social media) to ensure quality and consistency.
- Develop and deliver comprehensive training programs for new and existing support staff on product knowledge, service protocols, and soft skills.
- Analyze customer feedback, support metrics (e.g., CSAT, NPS, First Response Time), and identify trends to implement improvements.
- Manage and optimize customer support tools and technologies, including CRM systems and ticketing platforms.
- Collaborate with product, sales, and engineering teams to provide customer insights and address product-related issues.
- Develop and maintain a knowledge base of common issues and solutions.
- Handle escalated customer issues, providing effective and timely resolution.
- Contribute to the strategic planning for customer success initiatives.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or customer support, with at least 2 years in a supervisory or management role.
- Proven ability to build and lead high-performing customer support teams.
- Excellent understanding of customer service best practices, CRM software, and ticketing systems.
- Strong analytical and problem-solving skills, with the ability to interpret customer data and metrics.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Experience in the technology or SaaS industry is highly desirable.
- Ability to multitask and manage priorities in a fast-paced environment.
- A passion for delivering outstanding customer experiences.