USA Customer Success Manager

Circle of Greatness • Atlanta, GA

1d • $5,000 - $6,000 • Remote

About The Position

The Customer Support Director is a strategic leadership role responsible for leading, developing, and scaling the Customer Support department. The role manages Customer Support Team Leads, improves systems and workflows, establishes operational standards, and works to deliver an exceptional customer experience across the organization.

The director oversees departmental performance, quality assurance, training, KPI reporting, and continuous improvement. They build scalable processes and systems, resolve complex customer escalations, and collaborate with company leadership and other departments on priorities and customer experience improvements. The position is remote within the United States and requires full-time availability during EST-aligned business hours. Compensation is $5,000–$6,000 USD, subject to final agreement; payment frequency is to be confirmed.

Requirements

• At least 5 years of experience in Customer Support or Customer Experience, including significant leadership or management experience.
• Proven experience managing Team Leads, supervisors, or multiple support teams.
• Strong background in process optimization, systems improvement, and operational leadership.
• Demonstrated ability to develop SOPs, quality assurance frameworks, and performance management systems.
• Experience analyzing KPIs and translating data into actionable improvements.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Familiarity with customer support platforms, CRM systems, ticketing tools, and workflow automation.
• Ability to manage competing priorities and lead teams in a fast-paced environment.
• Strong organizational skills, accountability, and a proactive mindset.
• Availability to work full-time during EST-aligned business hours.

Responsibilities

• Lead, coach, and develop Customer Support Team Leads.
• Oversee departmental performance and ensure accountability, clear expectations, responsibilities, and performance standards.
• Support Team Leads with agent management, challenge resolution, and productivity improvements.
• Build a culture of ownership, collaboration, and continuous improvement.
• Evaluate and optimize customer support systems, workflows, and processes; identify inefficiencies and implement scalable solutions.
• Develop, improve, and maintain Standard Operating Procedures (SOPs) and consistent service standards.
• Collaborate with other departments to improve the overall customer experience.
• Establish and oversee quality assurance standards, audits, call reviews, and performance evaluations.
• Ensure Team Leads deliver consistent coaching and actionable feedback.
• Oversee complex customer escalations and ensure effective resolutions.
• Identify recurring customer issues and implement preventive improvements.
• Define, monitor, and improve departmental KPIs, including customer satisfaction, response times, resolution times, and team productivity.
• Develop reporting systems and performance dashboards; analyze trends and performance gaps and implement corrective action plans.
• Provide regular updates and strategic recommendations to company leadership, aligning departmental goals with business objectives.
• Oversee the creation and implementation of training and development programs.
• Ensure Team Leads have resources and skills to manage their teams; identify skill gaps and develop improvement plans.
• Standardize onboarding and ongoing training processes and support professional development across the department.
• Develop strategies to improve operational efficiency and customer satisfaction and build scalable systems for company growth.
• Partner with leadership to identify departmental priorities and improvement opportunities.
• Recommend tools, automations, and process enhancements and take ownership of the department's long-term performance and development.

Benefits

• Remote work environment aligned with EST business hours.
• Opportunity to take ownership of a critical department and help shape its future.
• Work closely with company leadership on strategic initiatives.
• Lead and develop a growing team of Customer Support professionals.
• Opportunity to improve systems, implement new processes, and drive organizational change.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed