Customer Support Manager

🔥 15 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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MoeGo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

☁️ SaaS

💰 $6.5M Seed Round on 2022-04

B2B • SaaS

MoeGo is a next-generation pet care platform designed for grooming, boarding, daycare, and multi-service facilities. It provides a scalable and user-friendly solution that streamlines scheduling, enhances customer relationships, and supports business growth. MoeGo empowers pet care businesses with an all-in-one platform, offering services such as mobile grooming, boarding, retail, and more. The company aims to make pet care operations more efficient and joyful by leveraging technology, enabling both pet professionals and pet parents to focus on their core activities. MoeGo offers various plans to cater to businesses of all sizes, from solo operators to large franchises, emphasizing improved communication, scheduling, and customer management.

📋 Description

• Lead MoeGo's frontline customer support team day to day, managing two Support Leads and the specialist team across shifts and time zones • Run a 24/7 global support operation handling tens of thousands of customer conversations each quarter • Own staffing, coverage, quality, team performance, workforce forecasting, capacity planning, AI automation, and QA • Develop Support Leads through delegation, coaching, 1:1s, hiring, onboarding, and performance management • Own escalation paths for leads and specialists • Manage demand forecasting, scheduling, shift coverage, real-time queue health, seasonal staffing adjustments, headcount, and capacity plans • Run the QA program, including scoring rubrics, calibration, and coaching loops • Own CSAT, first response time, resolution time, and backlog metrics; maintain macros, workflows, and knowledge base content • Partner on AI resolution performance and automate repetitive work • Manage bug and incident escalations with Engineering • Surface product feedback and contact drivers to Product • Coordinate customer handoffs and at-risk accounts with Implementation and Customer Success • Deliver weekly and monthly reporting on volume, performance, quality, and staffing • Flag operational risks early with a recommended plan

🎯 Requirements

• 4+ years in customer support, with 2+ years leading a frontline team • Experience with forecasting, scheduling, and coverage planning for a multi-shift team • Experience running or improving a QA program • Comfortable working with support data to diagnose problems and make staffing decisions • Strong written communication and ability to work with technical and non-technical partners • Preferred: experience leading 24/7 or globally distributed support teams • Preferred: experience with AI-assisted support tools • Preferred: experience in SaaS, especially SMB or vertical SaaS • Preferred: familiarity with Intercom, Salesforce, or similar tools • Preferred: experience managing through high-growth periods or seasonal volume spikes • Must be legally authorized to work in the country where the position is located • Must disclose whether employer sponsorship is required

🏖️ Benefits

• Performance bonus • Flexible benefit plans for employees and their family members at no cost to employees • 401(k) matching

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