CUSTOMER SERVICE MANAGER | REMOTE (U.S. BASED ONLY) | FULL-TIME

Fully Remote Customer Service Manager (Self-Serve SaaS) Remote (U.S. based only) | Full-time Apply here: operationsarmy.com/application About the Role Are you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us as 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 Do Team 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 Were Looking For Must-Have Experience • 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 Use • Slack • Intercom • Jira • Linear • Pylon Apply Now: operationsarmy.com/application