Customer Support Manager

Job Description

Roadie, a UPS company, is seeking a Customer Support Manager to lead their 24x7 Customer Support team. This role is crucial for managing the day-to-day operations and supporting Roadie's rapidly growing customer base. The ideal candidate will be highly organized, possess strong interpersonal and leadership skills, and excel at multitasking on both short-term and long-term projects. Roadie’s Customer Support Manager should be focused on overall trends related to Roadie’s customer experience, team efficiency through metrics, technology changes to improve service levels, and the stories behind customer data. The ideal candidate should be excited about leading a dynamic and growing support team.Responsibilities:

• Lead a team of Shift Managers and Support Specialists across 24x7 contact center operations (chat, email, phone)
• Coach and develop Customer Support Shift Managers through regular performance management sessions and skill development
• Serve as the escalation point of contact for high-priority customer and partner issues, maintaining external relationships and ensuring resolution of complex cases
• Ensure consistent compliance with administrative requirements (i.e., attendance tracking, timecard approvals, policy enforcement)
• Monitor and drive improvement in key operational metrics including Average Handle Time (AHT), Customer Satisfaction (CSAT), Grade of Service (GoS), schedule adherence, and handles per hour
• Proactively communicate all changes that impact day-to-day operations to teams, (e.g.,policy changes, scheduling, marketing campaigns, product updates, budget impacts)
• Develop and implement performance tracking and accountability systems, including standardized coaching protocols, to drive continuous improvement across the team
• Lead proactive planning and implementation of team structure optimization, headcount planning, and inbound channel routing/prioritization to maximize team performance
• Manage department budget and resource allocation effectively, monitoring for unexpected costs or overruns
• Partner with CX Operations and Enablement teams to implement process enhancements that drive efficiency and performance across the team
• Collaborate with cross-departmental teams including Customer Operations, Product, and Engineering
• Work closely with BPO teams at multiple locations to ensure best possible customer experience

Requirements:

• 3+ years managing contact center or customer operations teams, with proven track record of operational excellence
• Demonstrated ability to enforce accountability standards and maintain strong team compliance
• Excellence in direct coaching and performance management, maintaining ownership of core leadership responsibilities
• Strong data analysis skills with ability to identify trends and proactively address operational challenges
• Experience managing complex scheduling, attendance, and workforce planning processes
• Track record of clear, proactive communication that prevents surprises and maintains stakeholder alignment
• Budget management experience with focus on cost control and resource optimization
• Expertise in contact center technologies (Salesforce, Amazon Connect preferred)
• Ability to manage multiple priorities while maintaining compliance with operational requirements
• Strong professional presence with ability to represent contact center interests at leadership level
• Experience leading unified customer support teams in fast-paced environments

Benefits:

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave