Job Details

About the Job

Customer Service Manager – Texas Remote. Fully Remote. Full‑time.

About the Role

Are you passionate about leading high‑performing teams and delivering exceptional customer experiences? Join us as a 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 We're Looking For

• Must‑have: 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