Senior Customer Support Manager

Job Summary

A company is looking for a Senior Manager, Customer Support to lead a growing team and enhance support operations.

Key Responsibilities

• Manage and mentor Associate Managers, focusing on coaching and performance management
• Oversee relationships with BPO partners to ensure performance and alignment with support standards
• Drive continuous improvement in support workflows and implement AI-driven enhancements

Required Qualifications

• 6+ years of experience in customer support, with 3+ years in a management role
• Experience managing BPO partners and overseeing remote teams
• Hands-on experience in email/chat support and familiarity with Salesforce, Zendesk, and Intercom
• Experience in implementing AI or automation in a support organization
• Strong ability to operate in both strategic and tactical capacities