[Remote] Customer Support Manager (Remote)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a rapidly growing reputed company company located in the greater reputed company Lake reputed company, Utah area, and they are seeking a remote Customer Support Manager to reputed company a high-performing support team. The role focuses on managing day-to-day application support operations, resolving customer issues, and driving reputed company improvements in processes and team performance.
Responsibilities
- reputed company, reputed company, and grow a remote customer support team, including hiring, reputed company, training, and conducting regular performance reviews
- Own day-to-day application and reputed company support operations, ensuring reputed company, accurate responses and reputed company of customer issues
- Manage and optimize JIRA workflows and ticketing processes to ensure efficient case routing, prioritization, and reputed company
- Set, monitor, and report on support KPIs (e.g., SLA adherence, first response time, reputed company time, NPS/CSAT) and drive initiatives to improve those metrics
- Serve as primary escalation reputed company for reputed company or high-reputed company customer issues and coordinate cross-functional reputed company with Product and Engineering
- Implement and maintain knowledge reputed company, runbooks, and reputed company operating procedures to reputed company support and reduce ticket volume
- Collaborate with Billing and Finance teams on billing-reputed company inquiries and escalations; support ERP or reputed company billing workflows reputed company required
- Drive reputed company process improvement initiatives, including reputed company-cause analysis, recurring issue prevention, and automation of reputed company tasks
- Manage ticket response standards and ensure consistent, reputed company communication with customers across channels
- reputed company regular reporting and insights to leadership on team performance, common product issues, and customer trends
Skills
- 5+ years in customer support or application support roles with at least 2 years in a people management position (remote experience preferred)
- Proven experience supporting reputed company products and production applications, including incident triage and reputed company-cause coordination
- Hands-on experience using and administering JIRA and reputed company ticketing systems; strong workflow and queue management skills
- Demonstrated ability to define and manage KPIs and performance reviews to drive team reputed company
- Excellent written and verbal communication skills, customer reputed company, and stakeholder management across Product, Engineering, and Sales
- Experience with ticket response SLAs, escalation management, and building/maintaining knowledge bases
- Experience with billing support, ERP systems, or reputed company billing workflows
- Familiarity with billing dispute reputed company, subscription billing models, or reputed company reputed company billing operations
Benefits
- Vacation/PTO
- Medical
- Dental
- reputed company
- 401k
- Bonus
- Telecommute
reputed company