Customer Support Manager

Record360, LLC

5d•$75,000 - $85,000•Remote

About The Position

Your mission is to lead and elevate a high-performing Support team that delivers exceptional, technically strong customer experiences. In this role, you will manage and develop a team of three Support Representatives, ensuring consistent coverage, quality, and responsiveness across regions. As a player-coach, you will stay hands-on in complex or high-impact cases while mentoring the team to grow their technical expertise and customer management skills. You will own queue health and performance, optimizing workflows, SLAs, and escalation paths, and leveraging our ticket managing system’s reporting to drive visibility, accountability, and continuous improvement. You will also partner cross-functionally with Product, Engineering, Sales, and Customer Success to surface trends, advocate for customers, and improve processes. The Support Manager serves as both a team leader and a customer advocate—balancing operational excellence, technical depth, and scalable systems to support Record360’s growth. This role reports directly to the Director of Customer Experience.

Requirements

5+ years of experience in Customer Support, Technical Support, or a related function, with at least 2 years managing or mentoring team members.
Experience leading a small support team, including hiring, coaching, and performance management.
Strong technical aptitude, with familiarity troubleshooting integrations, APIs, webhooks, or similar system interactions.
Advanced experience with Zendesk or a comparable support platform, including reporting, workflows, automations, and SLA management.
Demonstrated ability to manage support operations, including queue health, prioritization, and maintaining high-quality ticket resolution in a fast-paced environment.
Experience improving support processes and systems, helping teams scale while maintaining strong customer experience.
Strong analytical and problem-solving skills, with the ability to use data to identify trends and drive operational improvements.
Excellent written and verbal communication skills, with the ability to communicate clearly with customers, teammates, and leadership.

Nice To Haves

Experience supporting customers across multiple time zones or global regions is a plus.

Responsibilities

Lead and develop the Customer Support team, including hiring, coaching, performance management, and supporting the professional growth of Support Representatives.
Oversee day-to-day support operations, ensuring healthy queue management, timely responses, and consistently high-quality customer interactions.
Provide leadership on complex or high-impact customer issues, partnering with the team to resolve escalations and ensure strong outcomes for customers.
Define and improve support workflows, escalation paths, and operational processes to increase efficiency, consistency, and scalability.
Own reporting and analytics for the Support function, using Zendesk and other tools to monitor SLAs, identify trends, and drive continuous improvement.
Develop and maintain a roadmap for improving support operations, including tools, systems, and processes that enhance both customer experience and team effectiveness.
Partner cross-functionally with Product, Engineering, Sales, Customer Success, and Implementation teams to surface customer trends, resolve systemic issues, and improve the overall customer experience.
Identify operational bottlenecks and opportunities for improvement, recommending solutions backed by data and clear prioritization.
Ensure the team maintains a high bar for responsiveness, technical troubleshooting, and customer communication.