Remote Customer Service Manager

Fully Remote Customer Service Manager (Self-Serve SaaS)Remote (U.S. based only)|Full-time Apply here:operationsarmy.com/application About the RoleAre you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us asCustomer Service Managerduring 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 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 CollaborationOptimize 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 What 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 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 UseSlack Intercom Jira Linear Pylon Apply Now:operationsarmy.com/application