Customer Support Manager

CUSTOMER SUPPORT MANAGER | VIRTUAL TEAM

Lead. Develop. Deliver.

We are looking for an experienced Customer Support Manager to lead a dedicated, fully virtual Tier 1 and Tier 2 Customer Support team supporting our customers.

This is a hands-on leadership role for someone who thrives in a high-volume, KPI and SLA-driven environment and is passionate about delivering excellent customer experiences while building high-performing teams.

What You’ll Be Responsible For

- Lead the day-to-day operations of the Tier 1 and Tier 2 Customer Support teams.

- Ensure customers receive responsive, consistent and high-quality support within agreed SLAs.

- Monitor ticket volumes, queues, backlogs, ageing, response and resolution times.

- Manage team performance against KPIs, SLAs and quality standards .

- Oversee escalations between Tier 1, Tier 2 and technical/business teams.

- Manage workforce capacity, scheduling and resource allocation to meet customer demand.

- Coach, develop and performance-manage team members.

- Identify recurring issues and drive continuous improvement across support processes.

- Analyse operational data and provide clear performance reporting to stakeholders.

- Support the growth and scaling of the support operation as volumes and operating hours evolve.

What We’re Looking For

- Proven experience managing a Customer Support or Technical Support team , ideally across Tier 1 and Tier 2.

- Strong experience in a KPI and SLA-driven environment .

- Excellent understanding of ticket management, queues, backlogs, escalations and service performance.

- Strong workforce planning and capacity-management skills.

- Ability to analyse support data and turn insights into practical improvements.

- Experience coaching and developing high-performing teams.

- Strong stakeholder and client management skills.

- Excellent written and verbal English communication.

- Strong problem-solving, decision-making and organisational skills.

- Comfortable managing and leading a fully virtual/remote team.

- Experience in technology, hardware/software support, education or EdTech would be advantageous.

The Ideal Candidate

You are a confident people leader who can balance customer experience, operational performance and team development. You are data-driven, solutions-focused and comfortable taking ownership in a fast-paced environment.

If you enjoy building strong virtual teams, improving processes and delivering measurable customer support outcomes, we'd love to hear from you.

Originally posted on Himalayas