Customer Support Manager

Customer Support Manager

Customer Support Operations

Role Overview

The Customer Support Manager leads day-to-day support across voice, chat and email. The role covers agent performance, staffing, queue management, service levels, quality assurance and outsourced support delivery.

The role works with customer service leadership on governance and supplier performance, with Product and Engineering on issues that drive support demand, and with CRM or Marketing on proactive customer communications.

Reporting & Working Relationships

• Reports to: Customer service or operations leadership
• Works with: Customer service leadership, the outsourced support provider, Product, Engineering, CRM, Marketing and Analytics
• Oversees: day-to-day provider delivery, the helpdesk platform and quality monitoring tools

The Questions This Role Must Answer

Every escalation, QA review, and staffing decision this role makes should answer one of these three questions:

• Are customers getting help fast enough? — response time, AHT, and backlog across voice, chat, and email.
• Is the help actually good? — first-contact resolution, QA scores, and CSAT.
• Why are customers contacting us at all? — root-cause themes that Product, CRM, or Care content could prevent.

Primary KPIs

Review these metrics monthly with leadership and use them to guide quarterly staffing and process decisions.

KPI

Definition

Scope

Service Level Attainment

% of contacts (voice/chat/email) resolved within the agreed SLA (response time + AHT), tracked daily

All support channels

First Contact Resolution & CSAT

% of contacts resolved on first touch, and customer satisfaction score on closed tickets

All support channels

Core Ownership Areas

• Daily Operations — queue management, staffing, and shift coverage across voice, chat, and email
• Agency Performance — day-to-day delivery oversight of the outsourced Customer Care agency
• Quality Assurance — call/chat/email QA scoring, coaching feedback loops, calibration
• Reporting & Dashboard — the daily Customer Care dashboard (AHT, response time, backlog, CSAT) across all channels
• Root-Cause & Escalation Management — repeat-issue tracking, and escalation to Product/CRM/Engineering

Roles & Responsibilities 1. Daily Operations & Queue Management

• Own daily staffing, shift coverage, and queue health across voice, chat, and email, adjusting in real time to volume spikes.
• Monitor live queue metrics and intervene before SLA breaches occur.
• Coordinate coverage during campaigns, promotions and other periods of high demand with Marketing and CRM.

1. Agency Performance & Day-to-Day Management

• Manage the day-to-day relationship with the outsourced support provider, including daily briefings, issue escalation and performance follow-up.
• Track agency delivery against the SLAs defined in the agency contract and flag shortfalls early.
• Work with customer service leadership on contract reviews and renegotiations where performance warrants it.

1. Quality Assurance & Coaching

• Own the QA scoring framework across voice, chat, and email; run regular calibration sessions with agency team leads.
• Turn QA findings into targeted coaching and knowledge-base updates.
• Maintain quality standards when new products, services or features launch.

1. Reporting & Daily Dashboard

• Maintain a daily support dashboard covering average handling time, response time, backlog and customer satisfaction across all channels.
• Report performance trends and operational risks regularly to customer service leadership.
• Ensure data feeding the dashboard is accurate and reconciled against the agency's own reporting.

1. Root-Cause Analysis & Cross-Functional Escalation

• Identify recurring reasons customers contact support, such as account access problems, payment issues or confusing steps, and escalate them to the relevant Product, Engineering or CRM team.
• Track resolution of escalated root causes and report back on contact-volume impact.
• Build and maintain a living FAQ/knowledge base that reduces avoidable contacts.

1. SLA & Contract Governance

• Work with customer service leadership to define and review service-level agreements (SLAs) in the provider contract.
• Monitor SLA attainment trends and recommend contract or staffing adjustments.
• Support procurement/commercial discussions with performance evidence when the agency relationship is reviewed.

1. Cross-Functional Coordination

• Work with CRM on proactive communications, such as onboarding guidance and service updates, to reduce avoidable contacts.
• Share recurring customer issues with Product, Marketing and Content teams so they can improve the service and its communications.
• Represent the voice of the customer in commercial, product, and campaign planning discussions.