Customer Support Manager

Monograph•San Francisco, CA

9h•$80,000 - $90,000

About The Position

The Customer Support Manager is responsible for leading and scaling our frontline support team across chat, phone, and email channels. This role owns daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment to ensure customers receive fast, high-quality, and consistent support as we grow. You will directly manage a team of Support Specialists and serve as the operational leader of our live support environment. This role has measurable impact on CSAT, response time, resolution efficiency, phone service levels, and AI-assisted resolution rates. This role is U.S.-based with a strong preference for PST time zone to ensure alignment with team coverage and cross-functional partners.

Requirements

5+ years of experience in SaaS customer support
3+ years of people management experience in a high-volume, live support environment
Deep hands-on experience administering and optimizing Intercom (workflows, routing rules, SLAs, automation, reporting)
Experience leveraging AI-powered support tools such as Fin to drive measurable improvements in resolution and efficiency
Demonstrated experience leading a structured phone support environment with defined service level targets
Proven track record of improving CSAT, response times, and operational KPIs
Strong analytical skills with comfort using dashboards and performance reporting
Experience operating in a fast-paced, scaling startup environment
Strong escalation management and customer de-escalation skills
High ownership mindset with strong execution discipline

Responsibilities

Intercom & AI Optimization
Serve as operational owner of Intercom configuration and optimization (inbox workflows, routing rules, SLAs, tagging, reporting)
Continuously improve support efficiency through automation and workflow design
Own AI performance metrics including resolution rate, deflection rate, and human handoff rate
Partner with CX and Product to improve knowledge base quality to support AI accuracy
Optimize Fin (or similar AI tools) to reduce cost per contact while maintaining customer experience standards
Multi-Channel Leadership
Lead and develop a team of 5+ Support Specialists handling chat, phone, and email
Own performance across live phone and chat channels, including service level targets and queue health
Design and manage phone coverage models aligned to staffing forecasts
Monitor and improve metrics including:
First response time
Time to resolution
CSAT
Phone handle time
Abandonment rate
Chat concurrency and occupancy
Deliver structured call coaching, QA calibration, and real-time feedback
Own escalations and provide leadership during high-pressure customer situations
Team Development & Performance Management
Run structured 1:1s focused on performance, coaching, and career growth
Set and enforce measurable expectations tied to productivity and quality standards
Recruit, onboard, and reduce ramp time for new hires
Build a culture of accountability, continuous improvement, and ownership
Cross-Functional Execution
Partner with Product, Engineering, Sales, and Success to ensure support readiness for launches and pricing changes
Surface recurring customer friction and drive root-cause resolution
Contribute insights that support onboarding performance and long-term expansion readiness