Customer Support Manager

🕒 August 14

🇺🇸 United States – Remote

💵 $85k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SendCutSend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏭 Manufacturing

🏪 Marketplace

🔧 Hardware

💰 $1k Pre Seed Round - SendCutSend.com on 2018-11

Manufacturing • Marketplace • Hardware

SendCutSend is an American on-demand manufacturing company that provides fast, custom fabrication services for parts and prototypes. They offer laser cutting, waterjet cutting, CNC routing and machining, bending, finishing (anodizing, plating, powder coating), tapping, hardware insertion and related services across a large materials catalog. Customers can upload CAD files or use templates/parts builder for instant pricing, order expedited production and ship finished parts; the company also operates a marketplace for selling finished designs and serves both hobbyists and industrial clients.

📋 Description

• Oversee daily Customer Support operations and ensure customer communications are handled quickly, clearly, professionally, and with care • Manage team performance, attendance, and scheduling to ensure accountability and coverage across support channels • Coach, provide feedback to, and support supervisors and team leads • Identify recurring customer issues and operational gaps, determine root causes, develop solutions, and escalate key issues and recommendations to the Director • Work with Production to resolve manufacturability, order accuracy, and job status issues • Maintain alignment between Customer Support and Production for efficient issue resolution • Implement processes, tools, and workflows introduced by the Director of Customer Support • Reinforce training standards, identify skill gaps, and ensure team members are equipped to perform effectively • Provide regular updates to the Director on team performance, challenges, and improvement opportunities

🎯 Requirements

• 3-5+ years of experience in customer support, customer service, or a related field • 2+ years of experience in a leadership role, including managing team leads, supervisors, or frontline support staff • Experience working in a fast-paced, high-volume support environment • Ability to hold team members accountable while maintaining a positive and productive team environment • Strong communication skills, with the ability to clearly escalate issues and provide actionable feedback to leadership • Familiarity with ticketing systems, CRM platforms, and support tools such as Intercom, VOIP systems, or similar technologies • Ability to interpret support metrics and performance data to identify trends and areas for improvement • Strong organizational skills with the ability to manage multiple priorities and shifting demands • Comfortable operating in a rapidly changing environment with evolving processes and priorities • High ownership mindset with a strong focus on follow-through and accountability • Experience in a manufacturing or production-focused environment (preferred) • Experience with Intercom or similar customer support platforms (preferred) • Experience working closely with Operations, Production, Engineering, or other technical teams (preferred) • Experience using customer support data and reporting to improve team performance and customer experience (preferred) • Ability to sit and work at a computer for extended periods of time • Ability to use a computer, phone, and other standard office equipment for remote work • Ability to communicate effectively through video conferencing, phone, chat, and other remote collaboration tools • Dedicated workspace at home to ensure customer data privacy and professional work meetings • Ability to maintain a reliable, high-speed internet connection

🏖️ Benefits

• Work from home position • Quiet, private, and distraction-free workspace at home • Reliable, high-speed internet connection capable of supporting phone calls, video conferencing, and company software