Customer Support Manager (US Payroll, HR & Benefits Support Team)

Customer Support Manager | Remote | Full Time

Schedule: Monday to Friday, 8:00 AM to 5:00 PM US Eastern Time

(8:00 PM to 5:00 AM Philippine time; 9:00 PM to 6:00 AM from November to March)

People who call our support line usually need a clear answer about something that matters to them: a paycheck, a benefit, a deadline, or an HR question. We're looking for a manager who gets that and can lead a team that answers with accuracy, urgency, and care.

ABOUT COLLABPEO

collabPEO is a US-based PEO (Professional Employer Organization). We handle payroll, employee benefits, HR support, compliance, and risk management for businesses, so they can focus on running their company.

THE ROLE

You'll lead a remote support team of about 10 to 20 people who answer questions from our clients (business owners and managers) and their employees. This is a people-leadership and operations role. You'll stay close enough to the calls to spot recurring issues, but your main job is building a strong team, keeping the queue covered, setting clear expectations, and improving the service experience.

WHAT YOU'LL DO

- Lead, coach, and develop a remote support team of 10 to 20 people

- Own daily operations: staffing, scheduling, and queue coverage for the full 8 AM to 5 PM ET window

- Set performance targets and track call quality, response time, resolution, CSAT, abandonment, and schedule adherence

- Run one-on-ones, team huddles, call reviews, and coaching sessions with direct, useful feedback

- Recognize strong performance early and handle performance or attendance issues fairly and consistently

- Build and improve SOPs, workflows, knowledge base articles, and escalation paths so the team can answer correctly without unnecessary transfers

- Work with our HR, payroll, benefits, and compliance specialists to fix recurring issues and keep the team updated

- Review call data and customer feedback, spot patterns, and bring clear recommendations to leadership

- Help with hiring, onboarding, and training as the team grows

- Make sure the team handles sensitive payroll and personal information with strict confidentiality

WHAT WE'RE LOOKING FOR

- At least 5 years of call center, contact center, or BPO experience

- At least 2 to 3 years as a Team Leader, Supervisor, or Manager handling 10 or more agents

- A track record of improving team KPIs and customer experience through coaching and clear processes

- Excellent spoken and written English, comfortable with US clients and US business culture

- Comfortable using call center data, QA scores, and customer feedback to make decisions

- Hands-on experience with call center, CRM, ticketing, or workforce management tools

- Organized, dependable, and calm under pressure when volume spikes or questions get complicated

NICE TO HAVE

- Experience in a US PEO, payroll, HR services, or employee benefits account

- Experience supporting both business clients and their employees

- Experience managing a fully remote team

WORK SETUP REQUIREMENTS

- Quiet, dedicated workspace suitable for calls and meetings

- Reliable primary internet (at least 25 Mbps) plus a backup connection

- Backup power (UPS or generator) for brownouts

- Noise-canceling headset and a computer that can handle calling and CRM tools at the same time

WHAT SUCCESS LOOKS LIKE

Clients and their employees see our support line as dependable, and the team finds it well run. Your agents know what's expected, get regular coaching, have the information they need to answer accurately, and know when to bring in a specialist. Leadership has a clear view of performance, recurring issues, and where service can improve.

HOW TO APPLY

Applications that skip any step below won't be reviewed.

1. Use this subject line: CSM2026 - [Your Full Name]

2. Attach your resume

3. Answer these two questions in your message:

a. What was the largest team you managed, and which KPIs were you directly responsible for?

b. Tell us about an agent whose performance you turned around. What did you do?

4. Include a 1 to 2 minute voice recording (link or file) introducing yourself and describing how you run a team huddle