Job Description
Customer Support Manager
- Lead and manage the Customer Support team (performance, KPIs, quality)
- Own customer experience across all channels (chat, calls, email)
- Identify bottlenecks and improve workflows using data
- Work closely with Tech & AI teams to automate and optimize support
- Handle escalations and ensure fast, effective resolution
- Monitor and improve CSAT, response time, and resolution rates
- Train, coach, and develop team leaders and agents
- Build systems, not dependencies on individuals
- Strong leadership experience in customer support / call center
- Data‑driven mindset (make decisions based on numbers, not opinions)
- Experience managing large teams in fast‑paced environments
- Problem‑solver who can simplify complexity
- Strong communication and escalation handling skills
- Comfortable working with sy...