Customer Support Manager

Customer Support Manager — Team Performance & Workforce Planning

Location / Employment Details
* Location:Fully remote
* Employment type:Full-time
* Schedule:Core hours set around the team's main coverage window, with the flexibility to oversee 7-day support coverage, including periodic weekend availability
* Team:Leads the frontline customer support team (10+ agents) day to day
* Reports to:Company leadership

About the Company

We are a rapidly growing U.S.-based connectivity and operations company. On one side of the business, we deploy satellite internet for organizations working in remote and hard-to-reach locations, coordinating certified installer networks across more than 10 countries. On the other, we run a white-label back office for U.S. staffing and field-services companies, handling payroll, onboarding, compliance, benefits administration, and CRM management under our clients' brands.

Both sides of the business are scaling quickly. We are building an international operations hub and investing in automation across customer support, so the team behind our customers matters more every quarter.

About the Role

Our support team has grown faster than the system around it. Schedules live in too many places, coverage gaps show up after the fact, the backlog needs a real plan, and our metrics need one trusted owner before leadership can make staffing decisions from them.

This role exists to fix that. You will run the customer support team day to day and run it by the numbers: forecasting headcount from volume and handle time, delivering 7-day coverage, validating the data before it goes out, and turning it into recommendations leadership can act on.

You will not be handed a playbook. We need someone who has run a frontline support operation before, brings their own approach, adapts it to how we work, and tells us plainly when something is not working, even when that is not what we want to hear.

Key Responsibilities

Team Leadership & Performance
* Hold weekly 1:1s with every agent, coaching on productivity, quality, and growth
* Build and maintain agent scorecards so everyone knows exactly where they stand
* Recognize wins publicly, such as most productive agent or highest CSAT
* Address underperformance early and directly, with clear expectations and follow-through
* Partner on hiring, onboarding, and training, and own ramp plans for new agents
* Watch for burnout and attrition risk, especially across weekend and off-hours shifts
Workforce Management & Coverage
* Build and own the staffing plan, forecasting headcount from inbound volume, handle time, and backlog
* Deliver 7-day coverage and adjust schedules as demand shifts
* Keep every agent's schedule documented in one place and current
* Deploy people strategically: place new hires where coverage is thin and plan around departures before they create gaps
* Treat backlog as a priority, set a target, and run the plan to bring it down
Reporting & Metrics
* Send a daily morning update on the previous day's performance: volume, handle time, CSAT, backlog, and coverage
* Validate data before it goes out, flag numbers that do not add up, and explain what they mean for staffing and priorities
* Track weekly and monthly trends and bring recommendations, not just numbers
Quality & Customer Experience
* Set the quality standard for tickets and build a QA review process to hold it
* Own escalations for complex or high-impact customer issues
* Use CSAT and ticket trends to find root causes and fix them at the source
* Coordinate with field operations on installation and service issues that reach support
Process & Helpdesk Ownership
* Build processes where none exist and update them as the business changes
* Own our helpdesk setup (currently Freshdesk), including workflows, automations, routing, and reporting
* Maintain macros, templates, and internal knowledge so agents answer consistently
* Document how the team works so it can scale without you in every decision
Partnership with Leadership
* Push back on CX priorities when they do not make sense, and explain why
* Raise problems early, even when the news is unwelcome
* Give the same answer no matter who is asking
* Justify future hiring needs with data

Required Qualifications
* 3+ years directly managing frontline customer support or CX agents, including a team of 10 or more
* Hands-on workforce management: you have personally built forecasts, staffing plans, and schedules from volume and handle-time data, and delivered extended or 7-day coverage
* Experience running a production support environment with daily metrics, agent scorecards, and regular performance reviews
* Strong with data: you pull and validate your own reports and notice when a number does not add up
* Hands-on configuration experience with a helpdesk platform such as Freshdesk, Zendesk, or similar, including workflows, automations, routing, or reporting
* A track record of building process in an ambiguous or fast-changing environme