Customer Support Manager

Job Description Job Description Company Description About Us At Hype Tier, we specialize in building powerful connections between brands and their audiences. Our approach combines creativity, strategy, and innovation to deliver memorable experiences that elevate brand visibility and loyalty. We pride ourselves on creating authentic engagement that resonates with diverse communities and drives measurable results. Job Description Job Description We’re seeking a Customer Support Manager to lead a high-performing team responsible for multi-channel support (email, chat, phone). You’ll own day-to-day operations, coach team leads and agents, analyze performance metrics, and partner with Product, Sales, and Operations to remove friction from the customer journey. Your mission : deliver fast, accurate, and empathetic support while building processes that scale. Responsibilities Lead, mentor, and develop support team members, including hiring, onboarding, and performance reviews Oversee daily queue management and scheduling to meet SLAs and quality targets Establish and refine processes, playbooks, and knowledge base content Monitor KPIs (FCR, CSAT, NPS, AHT, backlog) and drive data-informed improvements Handle escalations and resolve complex issues with a customer-first mindset Collaborate with Product to surface trends and advocate for user-impacting fixes and features Implement QA programs, coaching frameworks, and ongoing training initiatives Own support tooling and workflows; recommend enhancements or new solutions Report weekly / monthly results and initiatives to leadership Qualifications Qualifications 3–5+ years in customer support, including 2+ years managing a frontline team Proven success meeting or exceeding SLAs and CSAT targets in a fast-paced environment Experience with ticketing / CRM platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) Strong analytical skills with the ability to translate data into action Excellent communication, conflict resolution, and stakeholder management skills Process-oriented, organized, and comfortable driving cross-functional change Bonus :

experience building knowledge bases, launching chat / IVR, or supporting SaaS / e-commerce Additional Information Benefits Competitive salary ($60,000–$65,000) with performance-based bonus eligibility Health, dental, and vision insurance Paid time off, paid holidays, and sick leave 401(k) with company match Professional development stipend and clear growth pathways Hybrid work flexibility and commuter benefits Modern tools and supportive, growth-focused leadership

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