Customer Support Manager

Casechek

6h•$80,000 - $100,000•Hybrid

About The Position

Casechek is hiring its first Customer Support Manager to build and scale the Support function from the ground up. This is a hands-on leadership role where you will manage a small team of Customer Support Technicians while establishing the processes, KPIs, and operational rigor needed to deliver a best-in-class customer experience. You will define how support operates at Casechek, including building workflows, setting performance standards, implementing reporting, and using data to continuously improve both team performance and the customer experience.

Requirements

4+ years in customer support leadership, with experience owning processes or leading initiatives
Experience building or improving support operations, not just working within them
Strong analytical mindset with experience defining and using KPIs to drive performance
Experience with support tools (Salesforce preferred, Talkdesk a plus)
Excellent communication skills and ability to influence cross-functional partners
Highly organized, accountable, and comfortable operating in ambiguity

Nice To Haves

Experience in healthcare, supply chain, or healthcare SaaS
Experience in a startup or scaling environment
Prior people management experience or readiness to step into first formal leadership role

Responsibilities

Establish and document scalable support processes, workflows, and SLAs
Define support coverage model, ticket routing, and escalation paths
Create and maintain a structured, usable knowledge base
Identify gaps and implement systems that improve efficiency and consistency
Define, track, and report on key support metrics including: First response time, Time to resolution, Ticket volume and trends, Escalation rates, Customer satisfaction (CSAT)
Build dashboards and reporting to provide visibility to leadership
Use data to identify trends, root causes, and opportunities for improvement
Set team goals and hold the team accountable to performance standards
Lead, coach, and develop a small team of Customer Support Technicians
Set clear expectations and provide consistent feedback
Drive accountability, ownership, and strong communication across the team
Support hiring and scaling the team as the company grows
Act as escalation point for complex or high-impact customer issues
Ensure a consistently high-quality, empathetic, and professional support experience
Partner with Customer Success to align on customer health and retention
Partner with Product and Engineering to surface bugs and advocate for product improvements
Identify recurring issues and drive upstream fixes, not just reactive support
Collaborate with Implementation and Customer Success to improve the end-to-end customer journey