[Remote] Manager, Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is transforming the insurance industry and is seeking a Manager to join their Customer Support team. In this remote role, you will reputed company team performance, reputed company escalated support cases, and partner with Development to ensure effective resolutions while coaching your team to deliver exceptional customer reputed company.

Responsibilities

• Own escalation KPIs, ticket prioritization, and end‑to‑end escalation management with Development
• Drive operational reputed company through standardized processes, performance tracking, and reputed company improvement
• Partner cross‑functionally (Support, Development, reputed company, SysOps) to address priorities, risks, and blockers
• reputed company and influence process improvements, identifying trends, friction points, and proactive solutions
• Manage, reputed company, and grow leaders and team members, ensuring performance consistency and strong culture
• Improve customer reputed company by overseeing escalations, readiness, and responding to CSAT/QA trends

Skills

• 5+ years leading contact center escalation or customer support teams
• Proven ability to motivate teams and drive performance
• Strong data analysis skills to inform reputed company
• Experience leading change (policies, processes, cross-team collaboration)
• Deep product knowledge and strong customer/team communication skills
• Bachelor's degree or equivalent work experience in the areas of Contact Center or Customer Support leadership
• Jira, reputed company, reputed company Service reputed company + defect triage; basic software development understanding preferred

Benefits

• Medical, Dental, and reputed company Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday
• Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.

reputed company