USA Customer Success Manager

Circle of Greatness • Atlanta, GA

16h • Remote

About The Position

The Customer Support Director leads, develops, and scales the Customer Support department. This strategic leadership role oversees Customer Support Team Leads, improves systems and processes, establishes operational standards, and supports an exceptional customer experience across the organization. The director uses performance data to guide continuous improvement, builds efficient processes, develops high-performing teams, and collaborates with company leadership on departmental priorities and strategic initiatives. The position is remote within the United States and works full-time 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 and oversee departmental performance and accountability.
• Establish clear expectations, responsibilities, and performance standards, and support Team Leads in managing agents and improving productivity.
• 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 departmental 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 provide consistent coaching and actionable feedback.
• Oversee complex customer escalations and ensure effective resolutions; identify recurring 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, identify performance gaps, and implement corrective action plans.
• Provide regular updates and strategic recommendations to company leadership and align departmental goals with broader business objectives.
• Oversee training and development programs, identify skill gaps, standardize onboarding and ongoing training, and support professional growth.
• Develop strategies to improve operational efficiency and customer satisfaction and build scalable systems that support company growth.
• Partner with leadership to identify departmental priorities and improvement opportunities; recommend tools, automations, and process enhancements.
• 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.
• Opportunity to work closely with company leadership on strategic initiatives.
• Opportunity to lead and develop a growing team of Customer Support professionals.
• Opportunity to improve systems, implement new processes, and drive organizational change.
• Competitive compensation of $5,000–$6,000 USD, subject to final agreement.

What This Job Offers

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