About This Role
We are building a professional, data-driven customer support organisation and need someone who understands what good support operations look like because they have built them from the ground up. This is not a maintenance role – we are scaling our team and need hands-on leadership that knows how to run a support queue, coach agents through difficult tickets, and use data to improve performance.
You will directly manage support agents and team leads, owning the daily operational health of your team and being accountable for performance against defined standards.
What You’ll Do
Daily Operations and Queue Management
• Monitor ticket volume, backlog, and routing accuracy in real time. Spot issues early before they escalate.
• Ensure tickets are triaged correctly and assigned to the right team members, with follow-up to meet response time targets.
• Manage escalations within the team. Know when a ticket needs to move up, when coaching is needed instead of reassignment, and when to step in as the escalation point for complex or sensitive customer issues.
• Run daily and weekly operational reviews: queue reviews, stand-ups, and backlog audits. These practices are especially important during busy periods.
Team Performance and Coaching
• Directly manage and develop your team of support agents and team leads. Set clear expectations and deliver regular, honest feedback.
• Own the quality assurance and coaching cycle. Review tickets regularly, identify performance patterns, and run coaching sessions that connect feedback to specific behaviours.
• Track team key performance indicators: customer satisfaction, first response time, time to resolution, ticket volume per agent, and quality scores. Use this data to guide coaching and improvement decisions, not just for reporting.
• Conduct regular one-on-one meetings with every team member as working sessions focused on development, removing blockers, and giving honest feedback in both directions.
• Identify performance gaps early and address them directly with clear improvement plans, timelines, and measurable goals.
People Development and Team Health
• Own onboarding for new support team members. Build and maintain a structured ramp programme that gets agents to full capability on a defined timeline.
• Develop and maintain training materials, knowledge resources, and competency benchmarks. When product changes or new features launch, your team is prepared.
• Identify high-potential team members and invest in their development. Create clear visibility into career progression and what it takes to advance.
• Monitor team morale and workload distribution. Watch for burnout as an early warning sign, not a trailing indicator, and act on it proactively.
• Build a culture of ownership and curiosity – support agents who understand why a ticket exists and question whether it should exist at all.
Process Execution and Improvement
• Execute support processes and standards. When something is not working, surface it with data and a recommendation, not just a complaint.
• Maintain consistent ticket classification: correct module tagging, ticket type, priority, and status accuracy across your team. Clean data starts with consistent agent behaviour.
• Identify recurring ticket patterns and escalation drivers. Document and quantify them, then bring recommendations to leadership with full context.
• Contribute to process design and improvement initiatives. Your close view of how work actually gets done makes your input essential.
• Ensure escalations to other teams are well-documented, properly categorised, and include all context needed for action without follow-up conversations.
Reporting and Visibility
• Deliver weekly team performance reports that are accurate, on time, and actionable.
• Maintain clean, current data in your support platform. Ticket fields are filled correctly, statuses reflect actual state, and your team understands data hygiene as part of the job.
• Surface risks, blockers, and capacity concerns proactively. Raise issues before they become crises.
Cross-Functional Collaboration
• Work with peer teams across support and customer-facing functions to coordinate on shared customers and handoff points.
• Partner with product and engineering teams on escalated issues. Represent customer problems clearly and follow through on resolution timelines.
• Participate in product release readiness activities. Review release information, identify likely support impact, and prepare your team.
Skills/Background Needed
• 5+ years of experience in customer support operations, with at least 2 years directly managing a team of 8 or more support agents in a B2B software environment.
• Proven experience building or substantially improving a support operation from the ground up – not inheriting a well-running team, but building the processes and standards yourself.
• Hands-on experience running a support queue: you have personally triaged tickets, coached agents through complex issues, and managed a backlog under pressure.
• Experience designing and running quality assurance and coaching programmes that demonstrably changed agent behaviour and moved key metrics.
• Operational fluency with a modern support platform (such as Zendesk). You understand views, automations, and reporting well enough to work through the tool effectively.
• Experience tracking and reporting on support key performance indicators: customer satisfaction, first response time, time to resolution, first contact resolution, and quality scores.
• Strong written and verbal communication skills. You can write clear process documents, deliver direct feedback in one-on-ones, and present team performance to leadership honestly.
Nice to Have
• Experience managing distributed or remote teams across multiple time zones.
• Familiarity with project tracking tools for managing escalations to product and engineering teams.
• Experience building structured onboarding or training programmes for support agents.
• Background working alongside customer success and implementation teams with clearly defined handoff boundaries.
Contract Length
Full-time, permanent
Rate
Competitive entry-level pay, details shared upon application.
Location
Fully remote. This role involves minimal travel at this time.
What We Offer
• Fully remote work with flexibility to work from anywhere.
• Comprehensive benefits package including health, dental, and vision coverage.
• Retirement savings plan with employer contribution.
• Flexible paid time off.
• Technology stipend for home office setup.
• Opportunities for professional growth and advancement.
• Supportive, collaborative team environment.
Equal Opportunities
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected status. We are committed to building an inclusive, respectful workplace where all team members are valued.
Ready to get started? Submit your application below.