Customer Support Manager

🔥 15 minutes ago

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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HSI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

🏗️ Construction

📦 Logistics

💰 Private Equity Round on 2023-11

Healthcare • Construction • Logistics

HSI is a comprehensive safety and professional development solutions provider. They offer a range of online and in-person training services including safety training, professional skills development, and industrial skills training. They focus extensively on equipping individuals and organizations with the necessary knowledge to handle safety protocols like CPR, AED, First Aid training, active shooter scenarios, and chemical management. Their services also include the use of AI-driven learning management systems to ensure compliance with safety and environmental regulations, making them a critical partner for industries such as manufacturing, oil and gas, and public safety. Moreover, HSI leverages technology to automate learning processes and integrate safety management systems into daily business operations across a multitude of sectors globally.

📋 Description

• Lead, coach, and develop Tier 1 and Tier 2 Customer Support Representatives. • Manage day-to-day support operations across phone, email, and case-management channels. • Handle scheduling, staffing coverage, workload allocation, queue management, and service-level performance. • Monitor customer satisfaction, response and resolution times, quality, case backlog, productivity, and phone-support metrics. • Foster accountability, collaboration, continuous learning, and operational excellence. • Partner with Training and Quality on onboarding, team development, and quality standards. • Serve as the primary escalation point for complex customer issues and high-priority incidents. • Analyze support cases, customer feedback, and operational trends to identify recurring issues, risks, and improvement opportunities. • Participate in root-cause analysis and post-incident reviews with Product, Engineering, and Quality. • Translate customer issues, enhancement requests, usability concerns, and adoption challenges into actionable feedback. • Improve support processes, workflows, knowledge resources, and operating procedures. • Lead departmental initiatives supporting team effectiveness, service delivery, customer experience, and scalability. • Advance AI, automation, and self-service opportunities. • Communicate operational risks, opportunities, and recommendations to leadership.

🎯 Requirements

• 3+ years of progressive experience in customer support or technical support within a SaaS, software, or technology environment. • 1+ years of people-management experience leading, coaching, and developing a frontline customer or technical support team. • Experience managing support operations, including ticket/case queues, customer escalations, SLAs, staffing coverage, and performance KPIs. • Demonstrated experience using support metrics and operational trends to manage performance, identify issues, and guide decisions. • Proven ability to coach employees, set clear expectations, address performance concerns, and build team capability. • Strong problem-solving and judgment, with the ability to identify recurring issues, investigate root causes, and coordinate solutions across teams. • Strong written and verbal communication skills, including the ability to communicate effectively with both technical and nontechnical audiences. • Bachelor’s degree in a related field or an equivalent combination of education and relevant experience. • Preferred: Experience leading support across multiple SaaS products or a complex software portfolio. • Preferred: Familiarity with Salesforce, Zendesk, Freshdesk, or similar systems. • Preferred: Experience leading support-process improvements, departmental initiatives, or cross-functional problem resolution. • Preferred: Familiarity with AI, automation, or self-service tools used to improve support operations and customer experience.

🏖️ Benefits

• Fully Remote Work: Work where you’re most productive. We trust you to deliver results. • Generous PTO: Take time to recharge with paid time off that supports work-life balance. • Career Growth: Enjoy unlimited access to our Learning & Development library, including HSI’s own LMS content. • Comprehensive Benefits: Medical, dental, vision, and mental health coverage to support your overall well-being. • 401(k) Match: Build toward your future with a generous $1-for-$1 company match. • Competitive Compensation: Annual salary range of $65,000–$75,000.

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