Customer Service Manager | Texas | Remote

Posted 18 days ago

opsarmySan Antonio (TX)

First-Line Supervisors of Office and Administrative Support WorkersCustom Computer Programming Services

SENIORITY

Mid

About the role

About the Job Customer Service Manager – Texas Remote. Fully Remote. Full‑time. About the Role Are you passionate about leading high‑performing teams and delivering exceptional customer experiences? Join us as a 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 We’re Looking For Must‑have: 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 #J-18808-Ljbffr

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