BeloForm Craft
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$66,094.00/yr - $66,094.00/yr 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
Seniority level
Seniority level Entry level Employment type
Employment type Full-time Job function
Job function Other Industries Architecture and Planning Referrals increase your chances of interviewing at BeloForm Craft by 2x Sign in to set job alerts for “Customer Service Support Manager” roles.
Hyattsville, MD $30,000.00-$60,000.00 2 years ago Beltsville, MD $182,000.00-$246,500.00 1 hour ago Clinton, MD $182,000.00-$246,500.00 1 hour ago Manager Customer Lifecycle - 90397156 - Washington
Washington, DC $113,200.00-$146,664.00 5 days ago Customer Success - Enterprise Engagement Manager
Clinton, MD $169,000.00-$228,500.00 1 hour ago Beltsville, MD $169,000.00-$228,500.00 1 hour ago Staff Executive Resolution Manager, Office of the President
Clinton, MD $159,000.00-$215,000.00 1 hour ago Staff Executive Resolution Manager, Office of the President
Beltsville, MD $159,000.00-$215,000.00 1 hour ago Customer Engagement Professional Manager
McLean, VA $81,000.00-$149,900.00 2 weeks ago Gaithersburg, MD $35,000.00-$85,000.00 1 year ago Group Manager, Customer Experience & Service Design (Live Services)
Beltsville, MD $190,000.00-$257,000.00 1 hour ago Washington DC-Baltimore Area $80,000.00-$100,000.00 1 week ago Manager, Suite Client Services & Operations
Washington, DC $57,000.00-$65,000.00 2 weeks ago Group Manager, Customer Experience & Service Design (Live Services)
Clinton, MD $190,000.00-$257,000.00 1 hour ago Sterling, VA $90,000.00-$115,000.00 3 weeks ago Arlington, VA $94,780.00-$155,710.00 1 week ago Assistant Service Manager - Washington, DC
Office Lead for Customer Service Team (Spanish Speaker) / Washington, DC
Principal, Customer Engagement Manager (Lighthouse)
Principal, Customer Engagement Manager (Lighthouse)
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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$66,094.00/yr - $66,094.00/yr 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
Seniority level
Seniority level Entry level Employment type
Employment type Full-time Job function
Job function Other Industries Architecture and Planning Referrals increase your chances of interviewing at BeloForm Craft by 2x Sign in to set job alerts for “Customer Service Support Manager” roles.
Hyattsville, MD $30,000.00-$60,000.00 2 years ago Beltsville, MD $182,000.00-$246,500.00 1 hour ago Clinton, MD $182,000.00-$246,500.00 1 hour ago Manager Customer Lifecycle - 90397156 - Washington
Washington, DC $113,200.00-$146,664.00 5 days ago Customer Success - Enterprise Engagement Manager
Clinton, MD $169,000.00-$228,500.00 1 hour ago Beltsville, MD $169,000.00-$228,500.00 1 hour ago Staff Executive Resolution Manager, Office of the President
Clinton, MD $159,000.00-$215,000.00 1 hour ago Staff Executive Resolution Manager, Office of the President
Beltsville, MD $159,000.00-$215,000.00 1 hour ago Customer Engagement Professional Manager
McLean, VA $81,000.00-$149,900.00 2 weeks ago Gaithersburg, MD $35,000.00-$85,000.00 1 year ago Group Manager, Customer Experience & Service Design (Live Services)
Beltsville, MD $190,000.00-$257,000.00 1 hour ago Washington DC-Baltimore Area $80,000.00-$100,000.00 1 week ago Manager, Suite Client Services & Operations
Washington, DC $57,000.00-$65,000.00 2 weeks ago Group Manager, Customer Experience & Service Design (Live Services)
Clinton, MD $190,000.00-$257,000.00 1 hour ago Sterling, VA $90,000.00-$115,000.00 3 weeks ago Arlington, VA $94,780.00-$155,710.00 1 week ago Assistant Service Manager - Washington, DC
Office Lead for Customer Service Team (Spanish Speaker) / Washington, DC
Principal, Customer Engagement Manager (Lighthouse)
Principal, Customer Engagement Manager (Lighthouse)
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr