O- Work from
- United States
- Contract
- Full-time
- Posted
- 9 November 2026
- Apply by
- 8 January 2027
You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.
Fully Remote Customer Service Manager (Self-Serve SaaS)
Remote (U.S. based only) | Full-time
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.
Responsibilities
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
Requirements
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
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Discussion
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