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Support Manager Jobs in Cleveland, NY (NOW HIRING)

Byrne Dairy

Franchise Support Manager

Syracuse, NY · On-site

$65 - $75/hr

Franchise Support Manager Location: Central New York Employment Type: Full-time | Field-based | Exempt Salary: $65,000-$75,000 Travel: Significant regional travel with mileage reimbursement Sapphire ...

New

Hematology Oncology

Manager of IS Support

Syracuse, NY · On-site

$39 - $57/hr

Manager of IS Support The Manager of IS Support oversees the day-to-day operations of , leading a team of support technicians to ensure seamless technology operations across the organization. This ...

lri

Support Services Supervisor

Syracuse, NY · On-site

$70K/yr

Under the direction of the Clinic Site Director, the Support Services Supervisor oversees the daily operations of Targeted Case Management (TCM), Peer Support, Skill Building, and Same Day Access ...

lri

Support Services Supervisor

Syracuse, NY · On-site

$70K/yr

Under the direction of the Clinic Site Director, the Support Services Supervisor oversees the daily operations of Targeted Case Management (TCM), Peer Support, Skill Building, and Same Day Access ...

Home Depot

Store Support

Cicero, NY

$14.50 - $18/hr

... management or program compliance, these positions play a critical role in ensuring the highest ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

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Support Manager information

See Cleveland, NY salary details

$22K

$66.5K

$118.5K

How much do support manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for support manager in Cleveland, NY is $66,502.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,100.00 and $89,100.00 per year, depending on experience, location, and employer.

What does a support manager do?

A Support Manager oversees a team responsible for assisting customers or end-users with their issues, inquiries, and technical problems. They ensure high-quality customer service, manage workflows, and implement policies to improve support processes. Support Managers also train and mentor support staff, monitor performance metrics, and handle escalated cases. Their role is essential for maintaining customer satisfaction and supporting the overall goals of the organization.

What are some typical challenges a support manager faces when leading a customer service team, and how can they be addressed?

Support Managers often encounter challenges such as balancing team workload, maintaining high customer satisfaction, and handling escalated issues. Managing a diverse team with varying skill levels requires strong communication and coaching skills. Proactively setting clear expectations, implementing effective training programs, and leveraging data-driven performance metrics can help address these challenges. Regular feedback sessions and fostering a collaborative environment also contribute to team success and improved service quality.

What are the key skills and qualifications needed to thrive as a support manager, and why are they important?

To thrive as a Support Manager, you need strong leadership abilities, deep knowledge of customer service best practices, and relevant experience in support environments, often backed by a bachelor's degree. Familiarity with customer relationship management (CRM) software, ticketing systems, and analytics tools is typically required. Excellent communication, conflict resolution, and team-building skills help set outstanding Support Managers apart. These competencies enable effective team management, high customer satisfaction, and efficient support operations.

What is the difference between Support Manager vs Customer Service Supervisor?

AspectSupport ManagerCustomer Service Supervisor
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesSupervises customer service representatives, handles daily customer interactions
Required SkillsLeadership, technical knowledge, problem-solvingCommunication, conflict resolution, customer focus
Work EnvironmentSupport centers, technical environmentsCall centers, retail, service industries
Common CertificationsITIL, customer service management certificationsCustomer service certifications, leadership training

The Support Manager typically oversees support teams and handles escalations, requiring technical and leadership skills. In contrast, the Customer Service Supervisor focuses on daily customer interactions and team supervision. Both roles are vital in customer support but differ in scope and responsibilities.

How much do support managers make in the US?

Support managers in the US typically earn an average salary ranging from $50,000 to $80,000 per year, depending on experience, industry, and location. Senior support managers or those in larger organizations may earn higher salaries, often exceeding $100,000 annually. Compensation can also include bonuses and benefits related to team size and technical expertise.

What is the role of a support manager?

A support manager oversees customer support teams to ensure high-quality service, resolve issues efficiently, and improve customer satisfaction. They coordinate support operations, analyze performance metrics, and may use tools like ticketing systems to manage workflows.

What cities near Cleveland, NY are hiring for Support Manager jobs?

Cities near Cleveland, NY with the most Support Manager job openings:

Support Manager jobs near you
Infographic showing various Support Manager job openings in Cleveland, NY as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $66,502 per year, or $32 per hour.

Franchise Support Manager

Byrne Dairy

Syracuse, NY • On-site

$65 - $75/hr

Other

Medical, Retirement, PTO

Posted 3 days ago

New

Job description

Franchise Support Manager

Location: Central New York

Employment Type: Full-time | Field-based | Exempt

Salary: $65,000–$75,000

Travel: Significant regional travel with mileage reimbursement

Sapphire Recruitment is partnering with a growing, multi-location quick-service restaurant franchise organization to hire a Franchise Support Manager.

This field-based position will oversee the operational health, brand compliance, and business performance of an assigned portfolio of franchise locations. The Franchise Support Manager will serve as the primary connection between the corporate team and franchisees, functioning as a coach, advisor, operational resource, and brand ambassador.

What You'll Do
  • Visit each assigned location at least twice monthly, with additional visits as needed.
  • Evaluate food quality, food safety, cleanliness, speed of service, customer experience, and brand standards.
  • Identify operational gaps, develop written action plans with franchisees, and follow up on completion.
  • Coach franchisees and store managers on operations, food preparation, portion control, service, and profitability.
  • Conduct monthly business reviews covering sales, food costs, labor costs, and other performance measures.
  • Identify struggling locations early and develop targeted improvement plans.
  • Communicate corporate initiatives, menu updates, promotions, policies, and operational expectations.
  • Support new-franchisee onboarding, store openings, staff training, and manager-development needs.
  • Monitor weekly sales, financial reporting, customer feedback, and online reviews for assigned locations.
  • Document visits, action plans, follow-up activity, and franchisee communications.
  • Escalate significant performance or compliance concerns to operations leadership.
  • Support franchise renewals, required advertising programs, and consistent brand execution.
What We're Looking For
  • Multi-unit restaurant or retail management experience.
  • Strong knowledge of store operations, customer service, staffing, and performance management.
  • A solid understanding of restaurant P&L statements, food costs, labor costs, and operating metrics.
  • Demonstrated ability to coach and influence independent business owners without direct authority.
  • Strong communication, relationship-building, problem-solving, and accountability skills.
  • Experience turning operational findings into practical improvement plans.
  • Proficiency with POS systems, Microsoft Word, Excel, Outlook, and basic reporting tools.
  • A valid driver’s license, reliable vehicle, and ability to travel extensively throughout Central New York.
  • Flexibility to work occasional evenings and weekends.
Preferred Qualifications
  • QSR management, district management, or franchise field-operations experience.
  • Experience supporting approximately 8–15 restaurant or retail locations.
  • Familiarity with franchise compliance, operational audits, manager training, and new-store openings.
  • Experience with restaurant ordering and food-distribution platforms.
Why Consider This Opportunity?
  • Join an established restaurant brand during an important expansion period.
  • Work directly with experienced leadership and independently owned franchise locations.
  • Make a visible impact on store performance, customer experience, brand consistency, and franchisee success.
  • Receive a competitive salary, annual bonus potential, mileage reimbursement, medical insurance, paid holidays, three weeks of PTO, 401(k) eligibility after one year, and professional-development opportunities.

Sapphire Recruitment is an EOE

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