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Job Description - Customer Support Manager

Reports To: Director of Customer Support

Department: Customer Support

Location: Optional Remote / In-Office Preferred (Company Headquarters, Waco, TX)

Role Type: Full-Time

Summary

The Customer Support Manager works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service. This role involves directly managing a team of Customer Support Specialists while partnering with other Customer Support Managers, Support Enablement & Operations, Product, and Engineering teams to drive continuous improvement across the Customer Support organization.

The Customer Support Manager is responsible for leading a high-performing support team that delivers exceptional customer experiences while consistently achieving departmental goals related to quality, productivity, customer satisfaction, and operational excellence. In addition to team leadership and performance management, this role is expected to identify opportunities to improve support processes, leverage automation and artificial intelligence, enhance self-service resources, and implement scalable solutions that improve customer outcomes and team efficiency.

The ideal candidate possesses strong leadership abilities, experience within a SaaS environment, a passion for developing people, and a proven ability to balance customer experience, operational efficiency, and continuous improvement in a fast-paced, high-growth organization.

Key Responsibilities

Team Leadership & Development

1. Directly manage a team of 8-10 Customer Support Specialists
2. Conduct regular 1:1s, coaching sessions, and performance reviews
3. Foster a culture of accountability, growth, and high performance
4. Support onboarding and development of new hires

Performance Management

1. Own team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)
2. Monitor performance trends and address gaps proactively
3. Develop and execute performance improvement plans when needed
4. Ensure consistent execution of quality and service standards

Daily Operations & Execution

1. Oversee day-to-day support operations (tickets, phones, email)
2. Monitor queue health and ensure timely responses and resolutions
3. Step in during high-volume or complex situations as needed
4. Reinforce adherence to established processes and workflows

Escalation Management

1. Handle complex customer escalations within the team
2. Ensure timely resolution and strong customer outcomes
3. Communicate clearly with customers and internal stakeholders

Hiring & Talent Development

1. Participate in interviewing and hiring decisions
2. Support onboarding and ramp-up of new team members
3. Identify and develop high-potential employees for future growth

Collaboration with Enablement & Operations

1. Partner with Support Enablement & Operations Manager to:
2. Execute training programs and product updates
3. Reinforce QA frameworks and coaching standards
4. Provide feedback on tools, workflows, and documentation
5. Surface gaps or challenges in execution

Continuous Improvement

1. Identify trends in team performance, customer issues, and workflows
2. Provide feedback and recommendations to improve processes and efficiency
3. Support implementation of new tools, workflows, or initiatives

Minimum Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field; equivalent experience may be considered in lieu of a degree.
• 3+ years of leadership experience within Customer Support, Customer Success, Technical Support, or a related customer-facing function.
• Preferred experience within a SaaS environment; experience supporting healthcare, home care, or other highly regulated industries is a plus.
• Demonstrated ability to lead, develop, and motivate high-performing customer support teams.
• Proven ability to analyze support operations and identify opportunities to improve customer experience, employee effectiveness, and operational efficiency.
• Experience leveraging automation, artificial intelligence, self-service resources, workflow optimization, or other scalable solutions to improve support performance and reduce customer effort.
• Strong understanding of customer support metrics and KPIs, including CSAT, response times, productivity, quality assurance, and operational performance.
• Experience utilizing customer support platforms, CRM systems, knowledge management tools, and reporting platforms (Zendesk experience preferred).
• Strong communication, coaching, conflict resolution, and interpersonal skills.
• Demonstrated ability to manage multiple priorities while maintaining a high level of organization, professionalism, and attention to detail.
• Strong analytical and problem-solving skills, including the ability to identify root causes and implement sustainable solutions.
• Experience participating in or leading cross-functional initiatives, projects, process improvements, or technology implementations.

Preferred Qualifications

• Experience in high-volume support environments
• Exposure to Quality Review/Assurance programs, training, or process improvement initiatives
• Demonstrated ability to improve team performance over time

Core Competencies

• Coaching & Team Development
• Accountability & Execution
• Customer-Centric Thinking
• Problem Solving
• Communication & Collaboration

Growth Opportunity

This role offers a clear path for advancement into Senior Customer Support Manager and Assistant Director of Customer Support roles based on performance, leadership impact, and contributions to process and operational improvements.

Working Conditions

• Manual dexterity required to use desktop computer and peripherals
• Utilization of phone and email to perform job functions

Compensation and Benefits

• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and career development.
• Flexible work arrangements, including remote work options.
• Health, dental, and vision insurance.
• 401(k) plan with company matching.
• Company will provide laptop and other needed computer equipment.

About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
AxisCare was started in 2013 by industry leaders to help meet the demand for a moreuserfriendlyand mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing,payrolland much more. Headquartered in Waco, TX,AxisCarehas clients in all 50 states as well as 6 other countriesWeare a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment. We are an Equal Opportunity Employer andcomply withADA regulations as applicable.