Customer Support Manager

EverPass Media • Chicago, IL

4d • Remote

About The Position

EverPass Media is seeking a remote Customer Support Manager to lead its SMB support team during a period of significant growth. This is a hands-on management role focused on daily team operations and building a scalable support organization. The manager will report to the Director of Customer Support and will be instrumental in onboarding and developing new team members.

Requirements

• 3–5+ years of experience in customer support or customer operations
• At least 1–2 years in a supervisory or management role
• Experience supporting SMB customers in a B2B environment
• Experience supporting hardware and/or software products preferred
• Proven ability to coach, develop, and motivate frontline support teams
• Strong organizational skills with the ability to manage scheduling, queues, and competing priorities
• Collaborative, proactive, and comfortable working in a fast-paced, customer-first environment
• Excellent written and verbal communication skills
• Available to work nights and weekends based on event needs

Nice To Haves

• Industry experience in streaming, sports, or tech strongly preferred

Responsibilities

• Manage the day-to-day operations of the SMB support team, including workload distribution, scheduling, and coverage
• Serve as the primary escalation point for complex SMB customer support issues across hardware and software
• Lead the onboarding and training of new Customer Support Specialists as the team scales
• Coach team members on best practices, quality standards, and customer communication
• Collaborate with the Director of Customer Support to develop and refine support workflows, escalation paths, and team processes
• Partner with cross-functional teams including Engineering, Operations, and Sales to resolve escalations and surface customer trends
• Create and maintain internal training materials, knowledge resources, and support documentation
• Contribute to building a high-performing, customer-first team culture

Benefits

• Competitive Compensation
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program

What This Job Offers

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