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

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