OpsArmy
About the job Customer Service Manager | Texas | Remote
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
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