USA Customer Success Manager

Customer Support Director Location: Remote US Based Schedule: Full-Time | EST Working Hours Compensation: $5,000–$6,000 USD (payment frequency to be confirmed) About the Role We are looking for an experienced and results-driven Customer Support Director to lead, develop, and scale our Customer Support department. This is a strategic leadership position responsible for managing Customer Support Team Leads, improving internal systems, establishing operational standards, and ensuring an exceptional customer experience across the organization. The ideal candidate is a strong people leader with a proven ability to build efficient processes, develop high-performing teams, and use performance data to drive continuous improvement. Key Responsibilities 1. Team Leadership & Management - Lead, coach, and develop Customer Support Team Leads. - Oversee overall departmental performance and ensure team accountability. - Establish clear expectations, responsibilities, and performance standards. - Support Team Leads in managing agents, resolving challenges, and improving productivity. - Build a culture of ownership, collaboration, and continuous improvement. 2. Systems & Process Improvement - Evaluate and optimize existing Customer Support systems, workflows, and processes. - Identify operational inefficiencies and implement scalable solutions. - Develop, improve, and maintain Standard Operating Procedures (SOPs). - Ensure consistent processes and service standards across the department. - Collaborate with other departments to improve the overall customer experience. 3. Quality Assurance & Customer Experience - Establish and oversee quality assurance standards across the Customer Support department. - Implement quality audits, call reviews, and performance evaluations. - Ensure Team Leads provide consistent coaching and actionable feedback. - Oversee complex customer escalations and ensure effective resolutions. - Identify recurring customer issues and implement preventive improvements. 4. Performance Management & Reporting - Define, monitor, and improve departmental KPIs, including customer satisfaction, response times, resolution times, and overall team productivity. - Develop reporting systems and performance dashboards. - Analyze trends, identify performance gaps, and implement corrective action plans. - Provide regular updates and strategic recommendations to company leadership. - Ensure departmental goals align with broader business objectives. 5. Training & Team Development - Oversee the creation and implementation of training and development programs. - Ensure Team Leads have the resources and skills needed to manage their teams effectively. - Identify skill gaps and develop improvement plans. - Standardize onboarding and ongoing training processes. - Support the professional development and growth of the Customer Support department. 6. Strategic Planning & Department Growth - Develop strategies to improve operational efficiency and customer satisfaction. - Build scalable systems that support company growth. - Partner with leadership to identify departmental priorities and improvement opportunities. - Recommend tools, automations, and process enhancements. - Take ownership of the department's long-term performance and development. Qualifications & Requirements - 5+ years of experience in Customer Support or Customer Experience, including significant leadership or management experience. - Proven experience managing Team Leads, supervisors, or multiple support teams. - Strong background in process optimization, systems improvement, and operational leadership. - Demonstrated ability to develop SOPs, quality assurance frameworks, and performance management systems. - Experience analyzing KPIs and translating data into actionable improvements. - Excellent leadership, communication, coaching, and problem-solving skills. - Familiarity with customer support platforms, CRM systems, ticketing tools, and workflow automation. - Ability to manage competing priorities and lead teams in a fast-paced environment. - Strong organizational skills, accountability, and a proactive mindset. - Availability to work full-time during EST-aligned business hours. What We're Looking For We are looking for someone who is not only capable of managing a team but can also lead and improve an entire department. Our ideal Customer Support Director is someone who: - Thinks strategically while maintaining strong operational oversight. - Knows how to lead and develop Team Leads rather than simply managing individual agents. - Identifies problems and proactively implements solutions. - Is passionate about building efficient systems and improving customer experiences. - Can establish accountability and drive measurable performance improvements. - Is comfortable collaborating directly with company leadership. Why Join Circle of Greatness? - Join a fast-growing, international organization. - Take ownership of a critical department and help shape its future. - Work closely with company leadership on strategic initiatives. - Lead and develop a growing team of Customer Support professionals. - Have the opportunity to improve systems, implement new processes, and drive meaningful organizational change. - Enjoy a remote work environment aligned with EST business hours. - Competitive compensation of $5,000–$6,000 USD, subject to final agreement. Originally posted on Himalayas