Customer Support Manager

📋 Description

• Lead, coach, and develop a team of Customer Support Representatives.
• Set clear expectations around performance, quality, and customer experience.
• Own day-to-day support operations, including ticket management, escalations, and SLAs.
• Design, document, and continuously improve support workflows, policies, and playbooks.
• Serve as escalation point for complex or sensitive customer issues.
• Partner with Product, Engineering, Payments, Risk, and Ops to resolve issues.

🎯 Requirements

• 4+ years in customer support or CX, with 1–2 years in a people management role.
• Proven experience leading and scaling customer support teams in fast-paced environments.
• Strong operational mindset; ability to build scalable processes.
• Excellent communication: calm, empathetic, customer-first.
• Data-driven; use metrics to drive improvements.
• Experience in fintech/payments/SaaS; familiarity with Zendesk.

🎁 Benefits

• Medical, Dental, Vision, LTD, and additional insurance programs.
• 401(k).
• Equity.
• Equal Opportunity Employment policy.
• Accommodations during the application process available.