[Hiring] Customer Service Manager REMOTE USA
Position: Customer Service Manager
Date posted: 2025-07-09
Industry: other
Employment type: Full Time
Experience: 2 years
Qualification: Bachelor’s Degree is required
Location: United States, REMOTE
Company: OpsArmy
Description:
OpsArmy
Hiring Customer Service Manager | Remote (U.S. based only) | Full-time
About the job
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. 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
Must-Have Experience
What Were Looking For
- 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
