Support Manager

PlayOn•Chamblee, GA

38d•Hybrid

About The Position

PlayOn is seeking an experienced Support Manager to lead and develop a team of customer support specialists who deliver high-quality service through phone, case, and digital support channels. This role is highly people-focused and operational, with accountability for team performance, coaching and development, queue health, and customer experience outcomes. The ideal candidate is a strong people leader with experience managing frontline support teams in a call center or case-based environment, is comfortable working in tools like Salesforce, and excels at balancing team development with day-to-day operational execution. This role plays a critical part in ensuring consistent service delivery, meeting SLAs, and creating a positive, accountable team culture.

Requirements

4â6 years of experience in customer support or contact center environments.
2+ years of experience managing or leading frontline support teams.
Strong people leadership skills with a proven ability to coach, develop, and hold teams accountable.
Experience managing support operations using Salesforce or a similar case management platform.
Comfort working with performance metrics, dashboards, and KPIs to drive decisions.
Excellent communication skills with the ability to lead through clarity, empathy, and consistency.
Strong organizational and time-management skills in a fast-paced environment.
Calm under pressure and capable of leading teams through change.

Responsibilities

Lead, coach, and manage a team of Support Specialists delivering phone- and case-based customer support.
Drive individual and team performance through regular coaching, feedback, and performance management.
Develop and execute team development plans focused on skill growth, career progression, and engagement.
Monitor and manage daily operations, including: Case queues and backlog health, Call volume and coverage , SLAs, response times, and customer satisfaction
Own and track team KPIs such as productivity, quality, CSAT, adherence, and resolution effectiveness.
Partner with cross-functional teams (Operations, Product, Engineering, Customer Success) to identify trends, escalate issues, and improve support processes.
Ensure consistent use of Salesforce (or similar CRM) for case management, documentation, and reporting.
Participate in hiring, onboarding, training, and ramp plans for new team members.
Build schedules and staffing plans to ensure proper coverage across shifts and peak demand.
Reinforce company policies, support standards, and expectations consistently and fairly.
Contribute to continuous improvement initiatives focused on efficiency, quality, and customer experience.