Customer Support Manager

Job Description - Customer Support ManagerReports To: Director of Customer SupportDepartment: Customer SupportLocation: In Office (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 the Customer Support team in conjunction with other Customer Support Managers.The Customer Support Manager is responsible for leading a team of Customer Support Specialists to deliver high-quality customer support experiences. This role focuses on team leadership, performance management, and consistent execution of support processes while ensuring strong customer satisfaction.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 initiativesWhat We're Looking For (Minimum Qualifications)Bachelor's degree or equivalent experience3-5+ years in customer support or service roles (SaaS preferred)1-2+ years of leadership or team lead experienceStrong communication and interpersonal skillsStrong leadership and team management abilities.Proficiency in customer service software, databases, and CRM tools.Experience with support platforms (Zendesk or similar)Ability to manage multiple priorities in a fast-paced environmentAbility to think strategically and to lead by exampleAdvanced troubleshooting and multi-tasking skills What We'd Be Excited To Find (Preferred Qualifications) Experience in high-volume support environmentsExposure to Quality Review/Assurance programs, training, or process improvement initiativesDemonstrated ability to improve team performance over time Core Competencies Coaching & Team DevelopmentAccountability & ExecutionCustomer-Centric ThinkingProblem SolvingCommunication & Collaboration Growth Opportunity This 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, [other software needed/required] and email to perform job functions Compensation and Benefits Competitive 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.