Technical Customer Support Manager

Phorest • Philadelphia, PA

3d • Remote

About The Position

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company. We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster. We’re looking for an experienced, client-focused, and metrics-driven Customer Support Team Manager to lead our North American Support Team. This role is ideal for someone who takes real pride in building high-performing teams and measures success through customer outcomes and team growth. You’ll play a critical role in delivering exceptional customer experiences while driving operational efficiency, performance, and continuous improvement. You’ll need a strong balance of empathy, leadership, and hands-on problem-solving, with the confidence to introduce new processes and systems that elevate service quality at scale.

Requirements

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.
• 5+ years of direct customer-facing experience.
• 3+ years of experience managing a technical team of 10+ people in a support function.
• Strong knowledge of both Mac and Windows operating systems.
• Experience working with small business owners and a passion for helping them succeed.
• Hands-on experience with POS software.
• Proficiency with Zendesk, Slack, Jira, and Notion.
• Ability to work in a quiet, distraction-free environment during shifts.
• Customer-obsessed, with a genuine passion for delivering great experiences.
• A natural people leader who enjoys mentoring, coaching, and developing others.
• A practical problem-solver who stays calm and solutions-focused under pressure.
• An excellent communicator, confident engaging with both teams and senior stakeholders.
• Data-driven, using KPIs and insights to guide decisions and drive improvement.
• Decisive and accountable, even in challenging situations.
• Comfortable with regular travel as part of the role.
• Comfortable handling technical customer issues at L2 level and above.

Nice To Haves

• Experience collaborating with Product & Development teams is a plus.
• Background in internal training and team development is advantageous.

Responsibilities

• Lead, coach, and develop a high-performing team of support agents through regular 1:1s, feedback, and performance management
• Ensure the team consistently meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency
• Own and manage critical escalations, acting as the regional point of contact while collaborating with global teams
• Monitor team capacity and proactively plan hiring needs in partnership with Talent
• Onboard new hires and drive continuous learning through training and development initiatives
• Act as a subject matter expert on our salon management software, supporting both team members and customers
• Provide regular insights to senior leadership on performance, trends, and opportunities for improvement
• Support the team hands-on when needed, taking ownership of complex L2+ customer issues and technical investigations
• Partner with global stakeholders to roll out new processes and systems across the region

Benefits

• Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
• As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
• We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• We care for your family and provide Enhanced Maternity and Paternity Benefits.
• We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.
• Moving house? Phorest employees get 3 moving days.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees