Customer Support Manager

Role: Customer Support Manager

Location: Fully Remote, US

Salary: $75–90k DOE

Perks & Benefits:

• 🩺 Health: Medical, dental, and vision plans with full employee coverage on select options.
• 🏥 Inclusive Care: Travel benefits for reproductive & gender-affirming care.
• 💰 Retirement: 401(k) match HSA/FSA savings tools.
• 🛡️ Insurance: Life, disability, and EAP mental health support.
• 🏡 Flexibility: 100% remote-first work culture.
• 🌴 Time Off: Unlimited BTO, paid holidays, sabbaticals, and milestone breaks.
• 📚 Learning: Tuition reimbursement up to $2,500/year.
• 🧘 Wellness: Quarterly reimbursement for health and wellness activities.
• 🌍 Giving Back: Donation matching and volunteer rewards.
• 🎉 Recognition: Awards program $2,000 referral bonuses.

🏢 Who We Are

We’re a leading SaaS company providing cloud-based connectivity and network management solutions 🌐. Our platform powers seamless guest internet experiences at hotels, airports, and large venues across the globe 🏨✈️🎡. With a focus on scalability, reliability, and innovation, we help businesses deliver world-class Wi-Fi to their customers — effortlessly.

🧭 Your Mission

As the Customer Support Manager, you'll lead our frontline Support teams (L1 L2) — managing tickets, calls, and requests, ensuring quick and effective resolutions ✅.

You'll coach and mentor a team of third-party agents 🧑‍💻🌏, oversee performance, troubleshoot complex issues, and drive continuous improvement. This is a high-impact leadership role that blends tech-savviness 🔧 with people skills 💬.

👥 Reporting To:

🔝 VP of Customer Success

🧑‍🤝‍🧑 You’ll have direct reports

What You’ll Be Doing:

• 🧑‍🏫 Lead, hire, train & support L1/L2 teams
• 🤝 Partner with third-party leadership on strategy execution
• ⏱ Ensure SLA compliance & escalate when needed
• 📞 Handle escalations & ensure swift, satisfying resolutions
• 🎓 Develop training to improve both technical customer skills
• 🧾 Guide ticket routing, resolution, and triage
• 🧠 Collaborate with L3, Engineering & Product to improve CX
• 🔍 Troubleshoot customer issues refine support processes
• 💬 Foster a positive, collaborative support culture
• 📊 Track team performance, give feedback, & grow talent
• 📟 Participate in rotating L3 on-call schedule
• 📈 Define KPIs build reports to measure performance

🛠️ What You Bring:

• 💡 Strong networking knowledge SaaS troubleshooting
• 🌐 Familiar with Mikrotik, Ubiquity, Ruckus, Aruba, cloud tech, etc.
• 🙋‍♀️ Bonus: Familiarity with ElevenOS and Captivnet
• 💬 Excellent communication customer-facing skills
• 💥 Cool under pressure with strong problem-solving chops
• ⏳ 5 years in customer or tech support (management = a plus!)
• 🔗 Cross-functional collaboration experience
• 🧹 Super organized with a sharp eye for detail
• 🧠 Able to multitask like a champ
• 🎓 Good at explaining tech to non-tech audiences
• 📈 Know how to use data to drive improvement
• 💻 Zendesk admin experience = bonus points!
• Must be a US citizen. No sponsorship available.

We’re on the lookout for natural problem solvers who thrive in dynamic environments, love to adapt on the fly, and are energized by change. If you think outside the box 🧠💡, enjoy fresh ideas, and want to be part of a team that knows how to work hard and have fun — then get in touch!