Customer Service Manager | Florida | Remote

Fully Remote Customer Service Manager (Self-Serve SaaS)

Remote (U.S. based only) | Full-time

Apply here:

About the Role

Are you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us as Customer Service Manager during our self-serve product launch. You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.

What You'll Do

Team Management & Operations Oversight

- Manage, coach, and support a distributed team of customer service representatives

- Monitor ticket queues and team performance to ensure SLAs are consistently met

- Review escalations and provide strategic guidance on resolution paths

- Schedule and coordinate team coverage to ensure consistent support delivery

Process Improvement & Cross-functional Collaboration

- Optimize support workflows, scripts, and automation tools to improve efficiency

- Identify recurring user issues and relay insights to product and engineering

- Own and evolve the internal knowledge base and training processes for reps

- Lead weekly syncs with support staff and provide regular performance feedback

What Were Looking For

Must-Have Experience

- 2+ years managing customer service or support teams (SaaS or startup preferred)

- Proven ability to scale support operations in a remote-first environment

- Excellent communication and coaching skills

- Proficiency in tools like Slack, Intercom, Jira, Pylon, or similar

- Data-driven approach to performance and customer satisfaction

- Must be located in the United States

Tools You'll Use

- Slack

- Intercom

- Jira

- Linear

- Pylon

Apply Now:

Originally posted on Himalayas