[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
Read more: [Hiring] Customer Service Manager REMOTE USA