Customer Support Manager
AxisCare•Waco, TX
•Onsite
About The Position
The Customer Support Manager works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service. This role involves directly managing the Customer Support team in conjunction with other Customer Support Managers. The Customer Support Manager is responsible for leading a team of Customer Support Specialists to deliver high-quality customer support experiences. This role focuses on team leadership, performance management, and consistent execution of support processes while ensuring strong customer satisfaction.
Requirements
- Bachelor’s degree or equivalent experience
- 3–5+ years in customer support or service roles (SaaS preferred)
- 1–2+ years of leadership or team lead experience
- Strong communication and interpersonal skills
- Strong leadership and team management abilities.
- Proficiency in customer service software, databases, and CRM tools.
- Experience with support platforms (Zendesk or similar)
- Ability to manage multiple priorities in a fast-paced environment
- Ability to think strategically and to lead by example
- Advanced troubleshooting and multi-tasking skills
Nice To Haves
- Experience in high-volume support environments
- Exposure to Quality Review/Assurance programs, training, or process improvement initiatives
- Demonstrated ability to improve team performance over time
- Coaching & Team Development
- Accountability & Execution
- Customer-Centric Thinking
- Problem Solving
- Communication & Collaboration
Responsibilities
- Team Leadership & Development
- Directly manage a team of ~8–10 Customer Support Specialists
- Conduct regular 1:1s, coaching sessions, and performance reviews
- Foster a culture of accountability, growth, and high performance
- Support onboarding and development of new hires
- Performance Management
- Own team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)
- Monitor performance trends and address gaps proactively
- Develop and execute performance improvement plans when needed
- Ensure consistent execution of quality and service standards
- Daily Operations & Execution
- Oversee day-to-day support operations (tickets, phones, email)
- Monitor queue health and ensure timely responses and resolutions
- Step in during high-volume or complex situations as needed
- Reinforce adherence to established processes and workflows
- Escalation Management
- Handle complex customer escalations within the team
- Ensure timely resolution and strong customer outcomes
- Communicate clearly with customers and internal stakeholders
- Hiring & Talent Development
- Participate in interviewing and hiring decisions
- Support onboarding and ramp-up of new team members
- Identify and develop high-potential employees for future growth
- Collaboration with Enablement & Operations
- Partner with Support Enablement & Operations Manager to:
- Execute training programs and product updates
- Reinforce QA frameworks and coaching standards
- Provide feedback on tools, workflows, and documentation
- Surface gaps or challenges in execution
- Continuous Improvement
- Identify trends in team performance, customer issues, and workflows
- Provide feedback and recommendations to improve processes and efficiency
- Support implementation of new tools, workflows, or initiatives
Benefits
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and career development.
- Flexible work arrangements, including remote work options.
- Health, dental, and vision insurance.
- 401(k) plan with company matching.
- Company will provide laptop and other needed computer equipment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
