Customer Support Manager - Record360, LLC | Remote (US)

Job Summary Record360, LLC is seeking a Customer Support Manager to lead and elevate a high-performing support team. This remote, full-time role offers $75,000–$85,000/year plus benefits, including health, dental, vision, 401(k) matching, and unlimited PTO. The successful candidate will manage a team of three Support Representatives, oversee daily operations, and act as both a team leader and customer advocate—ensuring operational excellence, technical depth, and scalable systems to support Record360’s growth. Key Job Details Job Title: Customer Support Manager Employer: Record360, LLC Location: Remote (US-based, some travel required) Pay: $75,000–$85,000/year Job Type: Full-Time, Exempt Reports To: Director of Customer Experience About Record360 Record360 provides simple technology tools to help businesses confidently share and manage high-value assets such as equipment, trucks, and cars. Its asset maintenance platform is used by thousands of rental shops, enabling inspections, protection, and fleet management while building trust with customers. Key Responsibilities Lead and develop the Customer Support team (hiring, coaching, performance management) Oversee daily support operations, ensuring queue health and timely responses Provide leadership on complex or high-impact customer issues Define and improve workflows, escalation paths, and operational processes Own reporting and analytics using Zendesk and other tools Develop a roadmap for improving support operations (tools, systems, processes) Partner cross-functionally with Product, Engineering, Sales, and Customer Success teams Identify operational bottlenecks and recommend data-driven solutions Maintain high standards for responsiveness, troubleshooting, and communication Candidate Requirements Essential: 5+ years in Customer Support/Technical Support, with 2+ years managing or mentoring teams Experience leading small support teams (hiring, coaching, performance management) Strong technical aptitude (integrations, APIs, webhooks) Advanced experience with Zendesk or similar platforms (reporting, workflows, SLA management) Proven ability to manage support operations in fast-paced environments Experience improving support processes and scaling teams Strong analytical and problem-solving skills Excellent written and verbal communication skills Experience collaborating cross-functionally Preferred: Experience supporting customers across multiple time zones or global regions Benefits Competitive salary ($75,000–$85,000/year) Health, dental, and vision insurance 401(k) with 100% company match (up to 4%) Unlimited paid time off 100% remote work environment (some travel required) Application Process How to Apply: Submit your application via Record360’s careers portal. Highlight your customer support leadership and technical expertise. Shortlisted candidates will be contacted for interview. CLICK HERE TO APPLY #J-18808-Ljbffr