Customer Service Manager | North Carolina | Remote Job at OperationsArmy, Raleigh, NC

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  • OperationsArmy
  • Raleigh, NC

Job Description

Fully Remote Customer Service Manager (Self-Serve SaaS)

Remote (U.S. based only) | Full-time
Apply here: operationsarmy.com/application

About the Role

Are you passionate about leading high-performing teams and delivering exceptional customer experiences? Join us as Customer Service Manager during our self-serve product launch. You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.

What You'll Do

Team Management & Operations Oversight

  • Manage, coach, and support a distributed team of customer service representatives
  • Monitor ticket queues and team performance to ensure SLAs are consistently met
  • Review escalations and provide strategic guidance on resolution paths
  • Schedule and coordinate team coverage to ensure consistent support delivery

Process Improvement & Cross-functional Collaboration

  • Optimize support workflows, scripts, and automation tools to improve efficiency
  • Identify recurring user issues and relay insights to product and engineering
  • Own and evolve the internal knowledge base and training processes for reps
  • Lead weekly syncs with support staff and provide regular performance feedback

What Were Looking For

Must-Have Experience

  • 2+ years managing customer service or support teams (SaaS or startup preferred)
  • Proven ability to scale support operations in a remote-first environment
  • Excellent communication and coaching skills
  • Proficiency in tools like Slack, Intercom, Jira, Pylon, or similar
  • Data-driven approach to performance and customer satisfaction
  • Must be located in the United States

Tools You'll Use

  • Slack
  • Intercom
  • Jira
  • Linear
  • Pylon

Apply Now: operationsarmy.com/application

Job Tags

Full time,

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