Summary

The customer support manager will own delivery of support improvement projects, including AHT reduction, a phone systems rollout, and the complaints process. The role leads a small team of direct reports, handles complex second-line cases, reports to the CX lead, and is remote-first.

Responsibilities

• Own delivery of the AHT reduction project
• Track support metrics and flag delivery risks
• Lead the phone systems rollout with AutOps
• Build automations that streamline support processes
• Run the complaints process end to end
• Coach a small team of direct reports
• Resolve complex second-line customer cases