Fully Remote Customer Service Manager (Self-Serve SaaS)

Remote (U.S. based only) | Full-time
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About the Role

Are you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us as Customer Service Manager during our self-serve product launch. You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.

What You'll DoTeam Management & Operations Oversight

• Manage, coach, and support a distributed team of customer service representatives
• Monitor ticket queues and team performance to ensure SLAs are consistently met
• Review escalations and provide strategic guidance on resolution paths
• Schedule and coordinate team coverage to ensure consistent support delivery

Process Improvement & Cross-functional Collaboration

• Optimize support workflows, scripts, and automation tools to improve efficiency
• Identify recurring user issues and relay insights to product and engineering
• Own and evolve the internal knowledge base and training processes for reps
• Lead weekly syncs with support staff and provide regular performance feedback

What Were Looking ForMust-Have Experience

• 2+ years managing customer service or support teams (SaaS or startup preferred)
• Proven ability to scale support operations in a remote-first environment
• Excellent communication and coaching skills
• Proficiency in tools like Slack, Intercom, Jira, Pylon, or similar
• Data-driven approach to performance and customer satisfaction
• Must be located in the United States

Tools You'll Use

• Slack
• Intercom
• Jira
• Linear
• Pylon

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