Customer Service Manager
Fully Remote Customer Service Manager (Self-Serve SaaS)
Remote (U.S. based only) | Full-time
Apply here: operationsarmy.com/application
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 Do
Team 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 For
Must-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
Apply Now: operationsarmy.com/application
Recommended Jobs
Personal Banker (Floating)
TITLE: RETAIL SUPPORT SPECIALIST III (FLOATING BANKER) DEPARTMENT: FOLSOM BRANCH REPORTS TO: BRANCH MANAGER PAY SCALE: $22.00 - $29.00 PER HOUR We are seeking a candidate who enjoys…
Sr Manager, Advanced Analytics - Measurement
Job Summary: Supporting the Disney Advertising organization within Entertainment and Sports, the Data & Measurement Science team are subject matter experts in each of the following areas: Creat…
Assistant General Manager
Assistant General Manager The Assistant General Manager (AGM) supports the General Manager (GM) in overseeing hotel operations, ensuring guest satisfaction, and maintaining profitability. This role …
Legal Administrator
Strategic Legal Practices is seeking a detail-oriented and highly organized Legal Administrator to join our litigation team. This role supports attorneys and paralegals in managing court filings, coo…
Remote Market Research Assistant Earn Up to $50/Task
Compensation: Up to $50 per task About the Role We are seeking individuals to complete small, remote market research tasks from home. Your insights help shape future products, services, and publi…
Tax Director (San Jose)
NEW!!! Tax Director - Top 100 Accounting firm, partnership track, San Jose / hybrid This Jobot Job is hosted by: Kevin Shilney Are you a fit? Easy Apply now by clicking the Apply button and sen…
Sr. Program Manager - Home Devices
Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and he…
Account Executive
Position: Account Executive - Infusion Therapy Services Location: Candidate would ideally be located within an hour of Riverside, CA Role Overview: The Account Executive will be responsible …
Business Development Representative - Virtual/Remote
As a Business Development Representative at VehicleLyfe, you are the engine of our growth. You are the first voice a potential client hears responsible for generating qualified pipeline by identifying…