Manager, Customer Support

Coursedog

7d•$110,000 - $150,000•Remote

About The Position

As the Manager, Customer Support at Coursedog, you will lead and scale a high-performing team of Technical Support Analysts focused on delivering exceptional customer experiences through technical expertise, operational excellence, and customer empathy. You will develop a deep understanding of customer challenges and work cross-functionally to share customer feedback that drives product improvements. You will own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time, while driving operational improvements that help scale the team and ensure high-quality, consistent customer support. You will champion AI usage and automation to scale the team's impact, driving ticket deflection, accelerating resolution times, and enabling analysts to focus on the highest-value customer interactions. This role is ideal for a hands-on leader who thrives in fast-paced environments, enjoys solving complex operational challenges, and can balance strategic thinking with day-to-day execution. If you’re excited by the opportunity to improve customer support operations and help deliver exceptional customer experiences at scale, this is a chance to do meaningful work in a fast-moving environment.

Requirements

3+ years leading a technical support team for an enterprise, high-growth organization
Proven track record in leading and scaling high-functioning Support teams
Strong experience with APIs and technical troubleshooting, enabling you to coach and mentor the Support team
Strong, hands-on experience with Support Team tools such as Salesforce, ServiceNow, etc
Hands-on experience deploying AI-enabled support capabilities in production (e.g., agent-assist, AI chatbots, intelligent routing, or automated deflection workflows), including vendor evaluation and driving adoption across a team
Demonstrated hands-on experience leveraging AI and automation solutions to improve support workflows, team efficiency, and customer outcomes
Excellent analytical and problem-solving skills, with a bias for action and a growth mindset
Deep familiarity with modern customer support platforms and operational tooling, with the ability to optimize processes and drive adoption across teams for quality and output
Proven success partnering cross-functionally with Engineering and Product teams to resolve complex technical issues and advocate for customer needs
Exceptional written and verbal communication skills, with the ability to build trust and communicate clearly with both internal stakeholders and external customers
Strong aptitude for continuous learning, with a demonstrated ability to quickly absorb new technologies, systems, and processes
Thrives in fast-paced, high-growth environments, with the adaptability to manage evolving priorities and scale support operations effectively

Responsibilities

Be accountable for the Support Team’s KPIs, including ticket backlog, CSAT, Service Level Agreements, Average Resolution Time, AI/Automation deflection rate, self-service resolution rate and the consistent delivery of high-quality customer support experiences.
Own operations and upkeep of current Support Team tools (Salesforce, Jira, Notion). Partner with our Operations team to drive new AI/Automation functions to service customers and scale the support team.
Analyze Support Ticket volumes and quality trends to provide deeper insights into customer challenges and team performance. Identify upstream solutions and scalable process improvements that improve support quality, consistency, and ticket deflection.
Own the creation and ongoing management of onboarding plans for new Technical Support Analysts (TSAs), offering strong leadership and clear expectations, with a strong focus on quality, consistency, customer empathy, and AI/Automation scaling techniques. Support the VP, Technology Services with staffing recommendations for the team based on deployed customer forecasts.
Train and develop the team's technical expertise, product knowledge, and proficiency with AI/automation tooling. Offer ongoing training and deep-dive ticket reviews to drive faster, higher-quality resolutions. Establish quality standards and coaching practices that improve customer outcomes. Lead annual performance reviews.
Work closely with Product, Engineering, Customer Success, Data Engineering, and User Education to share insights and trends on current customer challenges. Partner cross-functionally to improve the quality and consistency of customer-facing experiences. Manage the rollout for large feature releases ensuring proper QA, documentation, and training.
Meticulously project manage the implementation and ongoing support of Coursedog’s global Customer Support team. Act as the point person for our third party vendor.
Champion the adoption and integration of AI-driven tools and automation solutions across the Support organization. Identify opportunities to leverage AI for workflow optimization, ticket deflection, agent enablement, customer self-service, and operational scalability while maintaining a high-quality customer experience.
Stay informed on emerging trends, technologies, and best practices within customer support and SaaS operations. Continuously evaluate new processes, tooling, and AI-enabled capabilities that improve team effectiveness, operational scalability, and customer satisfaction.

Benefits

Competitive base salary between $110,000 – $130,000
Performance-based variable compensation component, bringing total on-target earnings (OTE) to $130,000 – $150,000
Healthcare, Dental & Vision coverage with a fixed contribution model
Company covers 99% to 65% for Employee only coverage
Company covers 77% to 50% for Employee Plus dependents
Partnership with Aetna and Guardian
Wellness perks including Spring Health (mental health support), XP Health (vision benefits), Carrot Fertility (family planning), One Medical (primary care)
Pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
401(k) plan from day one of employment
4% employer match on annual salary starting January 1, 2026
Unlimited Paid Time Off policy
Remote-First work environment
Equity in the company
Up to 6 weeks of Paid Bonding Leave at 100% of base pay for all parents
Additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay for birthing parents