Customer Support Manager (Remote)
Core
Lead the CTrides customer support center, focusing on team development, quality control, and operational efficiency for a transportation service.
Role type
Senior Customer Support Manager
Builds
Efficient customer support operations for public transportation services
Domain
Transportation / Public Sector
Required skills
Team leadership and coaching, Quality Assurance (QA) program management, Knowledge base management, Zendesk proficiency, Data analysis and reporting, Stakeholder communication, Scheduling and resource management
Preferred skills
Experience with AI agents and chat automation, Management methods and techniques, Customer support platform experience
Responsibilities
Coach and mentor team members using performance data, Lead QA reviews and maintain scorecards, Manage team schedules and staffing levels, Update knowledge base and SOPs, Resolve escalated customer issues, Report trends to leadership
Seniority
Senior, hands-on IC with management responsibilities
