Customer Service Manager | Arizona | Remote Job at OpsArmy, United States

  • OpsArmy
  • United States

Job Description

Customer Service Manager | Arizona | Remote

Tucson, Arizona, United States Job Openings Customer Service Manager | Arizona | Remote

Fully Remote Customer Service Manager (Self-Serve SaaS)

Remote (U.S. based only) | Full-time

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 We're 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

Job Tags

Full time

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