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BloomerangBloomerangUnited States

Manager, Customer Support

Leads the day-to-day customer support operation, managing performance across channels while coaching Support Specialists and improving workflows with data, systems, and AI. Requires at least three years of customer support team management experience and strong operational and communication skills.

56k – 80k/yr
Remote5+ YOECustomer Support

About the role

Responsibilities

  • Own daily and weekly performance across email, chat, and phone support channels, including wait times, backlog, resolution quality, and customer sentiment.
  • Manage capacity, volume, and priorities while anticipating operational issues.
  • Ensure customers receive clear, accurate, and empathetic support during high-volume or high-stress periods.
  • Use data to identify and communicate trends, risks, and opportunities.
  • Lead, coach, and develop Support Specialists, emphasizing accountability, growth, and confidence.
  • Set clear expectations, recognize strong performance, and address gaps early.
  • Foster a culture of ownership, curiosity, and customer empathy.
  • Partner with Support Operations, Enablement, and Knowledge teams to adopt and improve AI-assisted support.
  • Reinforce workflows that balance speed, accuracy, and customer experience.
  • Translate customer pain points into actionable feedback.
  • Communicate clearly with stakeholders at multiple levels.

Requirements

  • 3+ years of experience managing teams in a customer support environment.
  • Proven ability to drive team performance and engagement.
  • Experience coaching and mentoring early-career professionals.
  • Clear, confident communication skills.
  • Proactive ownership and strong problem-solving judgment.
  • Ability to lead with urgency during peak periods and simplify complex situations.
  • Ability to set clear expectations and provide direct, timely, constructive feedback.
  • Data-driven decision-making skills, including the ability to understand the reasons behind trends.
  • Bias toward action with sound judgment regarding long-term tradeoffs.
  • Ability to use AI and systems to improve efficiency without sacrificing quality.

Nice-to-Haves

  • Experience supporting SaaS products.
  • Exposure to AI-powered support tools or automation.
  • Comfort partnering cross-functionally with Product, Engineering, and other customer-facing teams.
  • Experience leading through change or growth.

Compensation & Benefits

  • Salary range: $56,100–$80,000.
  • Eligibility for a discretionary bonus.
  • Health, vision, and dental insurance options.
  • HealthiestYou healthcare service.
  • 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, and paid parental leave.
  • 401(k) match.
  • Equipment shipped to employees.
  • Permanent, full-time, fully remote position within the U.S. and select Canadian provinces.

Skills

ai-assisted supportsupport operationsCustomer Supportemail supportchat supportphone supportData Analysisperformance metricsCoachingSaaSsupport automation

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