Customer Service Manager | Texas | Remote

About the JobCustomer Service Manager – Texas Remote. Fully Remote. Full‐time. About the RoleAre you passionate about leading high‐performing teams and delivering exceptional customer experiences? Join us as a 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 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. What We're Looking ForMust‐have: 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 UseSlack Intercom Jira Linear Pylon#J-18808-Ljbffr