Fully Remote Customer Service Manager (Self-Serve SaaS)Remote (U.S. based only) | Full-timeAre 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 DoTeam Management & Operations OversightManage, coach, and support a distributed team of customer service representativesMonitor ticket queues and team performance to ensure SLAs are consistently metReview escalations and provide strategic guidance on resolution pathsSchedule and coordinate team coverage to ensure consistent support deliveryProcess Improvement & Cross-functional CollaborationOptimize support workflows, scripts, and automation tools to improve efficiencyIdentify recurring user issues and relay insights to product and engineeringOwn and evolve the internal knowledge base and training processes for repsLead weekly syncs with support staff and provide regular performance feedbackWhat Were Looking ForMust-Have Experience2+ years managing customer service or support teams (SaaS or startup preferred)Proven ability to scale support operations in a remote-first environmentExcellent communication and coaching skillsProficiency in tools like Slack, Intercom, Jira, Pylon, or similarData-driven approach to performance and customer satisfactionMust be located in the United StatesTools You'll UseSlackIntercomJiraLinearPylon

Customer Service Manager | North Carolina | Remote

Emma

Responsibilities

Skills wanted:

Language(s) required:

About OperationsArmy:

www.operationsarmy.com/

Admin access needed