Customer Service Manager Ohio Remote

About the job Customer Service Manager Ohio Remote

Fully Remote Customer Service Manager (Self-Serve SaaS)

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

Apply here: operationsarmy.com/application

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 deliveryProcess 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 Were 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