[Remote] Customer Support Manager (Remote)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a rapidly growing reputed company company located in the greater reputed company area. They are seeking a remote Customer Support Manager to reputed company a high-performing support team, manage application support operations, and enhance customer experiences.

Responsibilities

• reputed company, reputed company, and grow a remote customer support team, including hiring, reputed company, training, and conducting regular performance reviews
• Own day-to-day application and reputed company support operations, ensuring reputed company, accurate responses and reputed company of customer issues
• Manage and optimize JIRA workflows and ticketing processes to ensure efficient case routing, prioritization, and reputed company
• Set, monitor, and report on support KPIs (e.g., SLA adherence, first response time, reputed company time, NPS/CSAT) and reputed company initiatives to improve those metrics
• Serve as reputed company escalation reputed company for reputed company or high-reputed company customer issues and coordinate cross-functional reputed company with Product and Engineering
• Implement and maintain knowledge reputed company, runbooks, and reputed company operating procedures to reputed company support and reduce ticket volume
• Collaborate with Billing and Finance teams on billing-reputed company inquiries and escalations; support ERP or reputed company billing workflows reputed company required
• reputed company reputed company process improvement initiatives, including reputed company-cause analysis, recurring issue prevention, and automation of reputed company tasks
• Manage ticket response standards and ensure consistent, reputed company communication with customers across channels
• reputed company regular reporting and insights to leadership on team performance, common product issues, and customer trends

Skills

• 5+ years in customer support or application support roles with at least 2 years in a people management position (remote experience preferred)
• Proven experience supporting reputed company products and production applications, including incident triage and reputed company-cause coordination
• Hands-on experience using and administering JIRA and reputed company ticketing systems; strong workflow and queue management skills
• Demonstrated ability to define and manage KPIs and performance reviews to reputed company team reputed company
• Excellent written and verbal communication skills, customer reputed company, and stakeholder management across Product, Engineering, and Sales
• Experience with ticket response SLAs, escalation management, and building/maintaining knowledge bases
• Experience with billing support, ERP systems, or reputed company billing workflows
• Familiarity with billing dispute reputed company, subscription billing models, or reputed company reputed company billing operations

Benefits

• Vacation/PTO
• Medical
• Dental
• reputed company
• 401k
• Bonus
• Telecommute

reputed company