Customer Support Manager

Job Description – Customer Support ManagerReports To: Director of Customer SupportDepartment: Customer SupportLocation: Optional Remote / In-Office Preferred (Company Headquarters, Waco, TX)Role Type: Full-TimeSummaryThe Customer Support Manager works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service. This role involves directly managing a team of Customer Support Specialists while partnering with other Customer Support Managers, Support Enablement & Operations, Product, and Engineering teams to drive continuous improvement across the Customer Support organization.The Customer Support Manager is responsible for leading a high-performing support team that delivers exceptional customer experiences while consistently achieving departmental goals related to quality, productivity, customer satisfaction, and operational excellence. In addition to team leadership and performance management, this role is expected to identify opportunities to improve support processes, leverage automation and artificial intelligence, enhance self-service resources, and implement scalable solutions that improve customer outcomes and team efficiency.The ideal candidate possesses strong leadership abilities, experience within a SaaS environment, a passion for developing people, and a proven ability to balance customer experience, operational efficiency, and continuous improvement in a fast-paced, high-growth organization.Key ResponsibilitiesTeam Leadership & DevelopmentDirectly manage a team of 8–10 Customer Support SpecialistsConduct regular 1:1s, coaching sessions, and performance reviewsFoster a culture of accountability, growth, and high performanceSupport onboarding and development of new hiresPerformance ManagementOwn team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)Monitor performance trends and address gaps proactivelyDevelop and execute performance improvement plans when neededEnsure consistent execution of quality and service standardsDaily Operations & ExecutionOversee day-to-day support operations (tickets, phones, email)Monitor queue health and ensure timely responses and resolutionsStep in during high-volume or complex situations as neededReinforce adherence to established processes and workflowsEscalation ManagementHandle complex customer escalations within the teamEnsure timely resolution and strong customer outcomesCommunicate clearly with customers and internal stakeholdersHiring & Talent DevelopmentParticipate in interviewing and hiring decisionsSupport onboarding and ramp-up of new team membersIdentify and develop high-potential employees for future growthCollaboration with Enablement & OperationsPartner with Support Enablement & Operations Manager to:Execute training programs and product updatesReinforce QA frameworks and coaching standardsProvide feedback on tools, workflows, and documentationSurface gaps or challenges in executionContinuous ImprovementIdentify trends in team performance, customer issues, and workflowsProvide feedback and recommendations to improve processes and efficiencySupport implementation of new tools, workflows, or initiativesMinimum QualificationsBachelor's degree in Business Administration, Management, Communications, or a related field; equivalent experience may be considered in lieu of a degree.3+ years of leadership experience within Customer Support, Customer Success, Technical Support, or a related customer-facing function.Preferred experience within a SaaS environment; experience supporting healthcare, home care, or other highly regulated industries is a plus.Demonstrated ability to lead, develop, and motivate high-performing customer support teams.Proven ability to analyze support operations and identify opportunities to improve customer experience, employee effectiveness, and operational efficiency.Experience leveraging automation, artificial intelligence, self-service resources, workflow optimization, or other scalable solutions to improve support performance and reduce customer effort.Strong understanding of customer support metrics and KPIs, including CSAT, response times, productivity, quality assurance, and operational performance.Experience utilizing customer support platforms, CRM systems, knowledge management tools, and reporting platforms (Zendesk experience preferred).Strong communication, coaching, conflict resolution, and interpersonal skills.Demonstrated ability to manage multiple priorities while maintaining a high level of organization, professionalism, and attention to detail.Strong analytical and problem-solving skills, including the ability to identify root causes and implement sustainable solutions.Experience participating in or leading cross-functional initiatives, projects, process improvements, or technology implementations.Preferred QualificationsExperience in high-volume support environmentsExposure to Quality Review/Assurance programs, training, or process improvement initiativesDemonstrated ability to improve team performance over timeCore CompetenciesCoaching & Team DevelopmentAccountability & ExecutionCustomer-Centric ThinkingProblem SolvingCommunication & CollaborationGrowth OpportunityThis role offers a clear path for advancement into Senior Customer Support Manager and Assistant Director of Customer Support roles based on performance, leadership impact, and contributions to process and operational improvements.Working ConditionsManual dexterity required to use desktop computer and peripheralsUtilization of phone and email to perform job functionsCompensation And BenefitsCompetitive salary and comprehensive benefits package.Opportunities for professional growth and career development.Flexible work arrangements, including remote work options.Health, dental, and vision insurance.401(k) plan with company matching.Company will provide laptop and other needed computer equipment.About AxisCareAccording to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.AxisCare was started in 2013 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment. We are an Equal Opportunity Employer and comply with ADA regulations as applicable.