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

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