Associate Manager, Customer Support

Manage the daily workflow and capacity of a team of Customer Support Specialists while growing senior staff to be proactive problem-solvers. Act as an escalation point for complex issues, balancing service recovery and operational efficiency. Conduct regular 1:1s and support team members with goal setting and professional development and provide actionable feedback for continuous improvement. Ensure your team is meeting SLAs, including response time, resolution time, and quality standards. Identify and escalate systemic issues impacting team productivity or customer experience. Share frontline feedback to inform process improvements, tooling enhancements, and policy updates with partner-teams like Product and Engineering. Partner closely with peers and senior leadership to ensure alignment on prioritization and staffing needs against rapidly changing business needs. Develop and monitor efficiency metrics alongside senior leadership, making sure to drive data-based decision-making from yourself, your team, and the department.