Customer Support Manager — Team Performance & Workforce Planning

Location / Employment Details

Location: Fully remote

Employment type: Full-time

Schedule: Core hours set around the team's main coverage window, with the flexibility to oversee 7-day support coverage, including periodic weekend availability

Team

Leads the frontline customer support team (10+ agents) day to day

Reports to

Company leadership

About the Company

We are a rapidly growing U.S.-based connectivity and operations company. On one side of the business, we deploy satellite internet for organizations working in remote and hard-to-reach locations, coordinating certified installer networks across more than 10 countries. On the other, we run a white-label back office for U.S. staffing and field-services companies, handling payroll, onboarding, compliance, benefits administration, and CRM management under our clients' brands. Both sides of the business are scaling quickly. We are building an international operations hub and investing in automation across customer support, so the team behind our customers matters more every quarter.

About the Role

Our support team has grown faster than the system around it. Schedules live in too many places, coverage gaps show up after the fact, the backlog needs a real plan, and our metrics need one trusted owner before leadership can make staffing decisions from them. This role exists to fix that. You will run the customer support team day to day and run it by the numbers: forecasting headcount from volume and handle time, delivering 7-day coverage, validating the data before it goes out, and turning it into recommendations leadership can act on. You will not be handed a playbook. We need someone who has run a frontline support operation before, brings their own approach, adapts it to how we work, and tells us plainly when something is not working, even when that is not what we want to hear.

Key Responsibilities

Team Leadership & Performance

• Hold weekly 1:1s with every agent, coaching on productivity, quality, and growth
• Build and maintain agent scorecards so everyone knows exactly where they stand
• Recognize wins publicly, such as most productive agent or highest CSAT
• Address underperformance early and directly, with clear expectations and follow-through
• Partner on hiring, onboarding, and training, and own ramp plans for new agents
• Watch for burnout and attrition risk, especially across weekend and off-hours shifts

Workforce Management & Coverage

• Build and own the staffing plan, forecasting headcount from inbound volume, handle time, and backlog
• Deliver 7-day coverage and adjust schedules as demand shifts
• Keep every agent's schedule documented in one place and current
• Deploy people strategically: place new hires where coverage is thin and plan around departures before they create gaps
• Treat backlog as a priority, set a target, and run the plan to bring it down

Reporting & Metrics

• Send a daily morning update on the previous day's performance: volume, handle time, CSAT, backlog, and coverage
• Validate data before it goes out, flag numbers that do not add up, and explain what they mean for staffing and priorities
• Track weekly and monthly trends and bring recommendations, not just numbers

Quality & Customer Experience

• Set the quality standard for tickets and build a QA review process to hold it
• Own escalations for complex or high-impact customer issues
• Use CSAT and ticket trends to find root causes and fix them at the source
• Coordinate with field operations on installation and service issues that reach support

Process & Helpdesk Ownership

• Build processes where none exist and update them as the business changes
• Own our helpdesk setup (currently Freshdesk), including workflows, automations, routing, and reporting
• Maintain macros, templates, and internal knowledge so agents answer consistently
• Document how the team works so it can scale without you in every decision

Partnership with Leadership

• Push back on CX priorities when they do not make sense, and explain why
• Raise problems early, even when the news is unwelcome
• Give the same answer no matter who is asking
• Justify future hiring needs with data

Required Qualifications

• 3+ years directly managing frontline customer support or CX agents, including a team of 10 or more
• Hands-on workforce management: you have personally built forecasts, staffing plans, and schedules from volume and handle-time data, and delivered extended or 7-day coverage
• Experience running a production support environment with daily metrics, agent scorecards, and regular performance reviews
• Strong with data: you pull and validate your own reports and notice when a number does not add up
• Hands-on configuration experience with a helpdesk platform such as Freshdesk, Zendesk, or similar, including workflows, automations, routing, or reporting
• A track record of building process in an ambiguous or fast-changing environment, not only running existing ones
• Excellent written and spoken English
• A direct, consistent communicator who is comfortable pushing back on leadership and holding agents accountable

Preferred Qualifications

• Startup or early-stage experience, ideally scaling a support team from a small base
• Freshdesk specifically, including automations and reporting
• Experience supporting field service, installation, or telecom and connectivity operations
• Familiarity with a dedicated WFM tool, or spreadsheet skills strong enough to build your own forecasting model
• Experience designing and launching a QA program
• Experience managing support across multiple channels (email, chat, phone) and multiple time zones

What Success Looks Like

First 30 days:

• get visibility
• Weekly 1:1s running with every agent
• Every agent's schedule documented in one place
• Core metrics audited, with a validated baseline for volume, handle time, and CSAT
• Daily morning update going out

By 60 days:

• put the structure in place
• Staffing plan built from inbound volume and handle time
• 7-day coverage in place
• Agent scorecards live
• Plan in place to reduce the backlog

By 90 days:

• show the results
• Backlog trending down against a clear target
• First round of Freshdesk improvements shipped
• Documented processes for scheduling, reporting, and performance management
• Next quarter's hiring needs identified and justified with data

Ideal Candidate Profile

You are a numbers-first support leader who has run a frontline team before and knows what a healthy operation looks like. You are highly organized, proactive, and comfortable owning the team end to end, from the schedule to the scorecard to the helpdesk configuration. You check the data before you trust it. You coach directly, address problems early, and hold people accountable without losing the team. You would rather build the process yourself than wait for one, and you give leadership a straight answer, even when it is not the one they want.

Why Join Us

This is a build role with real ownership. You will shape how support runs here, from staffing model to tooling to standards, rather than inherit someone else's system. The business is growing on two fronts, so the team you build and the data you put in front of leadership will directly shape where we invest next.