USA Customer Success Manager

Customer Support Director
Location: Remote US Based
Schedule: Full-Time | EST Working Hours
Compensation: $5,000–$6,000 USD (payment frequency to be confirmed)

About the Role
We are looking for an experienced and results-driven Customer Support Director to lead, develop, and scale our Customer Support department.

This is a strategic leadership position responsible for managing Customer Support Team Leads, improving internal systems, establishing operational standards, and ensuring an exceptional customer experience across the organization.

The ideal candidate is a strong people leader with a proven ability to build efficient processes, develop high-performing teams, and use performance data to drive continuous improvement.

Key Responsibilities

1. Team Leadership & Management

• Lead, coach, and develop Customer Support Team Leads.
• Oversee overall departmental performance and ensure team accountability.
• Establish clear expectations, responsibilities, and performance standards.
• Support Team Leads in managing agents, resolving challenges, and improving productivity.
• Build a culture of ownership, collaboration, and continuous improvement.

2. Systems & Process Improvement

• Evaluate and optimize existing Customer Support systems, workflows, and processes.
• Identify operational inefficiencies and implement scalable solutions.
• Develop, improve, and maintain Standard Operating Procedures (SOPs).
• Ensure consistent processes and service standards across the department.
• Collaborate with other departments to improve the overall customer experience.

3. Quality Assurance & Customer Experience

• Establish and oversee quality assurance standards across the Customer Support department.
• Implement quality audits, call reviews, and performance evaluations.
• Ensure Team Leads provide consistent coaching and actionable feedback.
• Oversee complex customer escalations and ensure effective resolutions.
• Identify recurring customer issues and implement preventive improvements.

4. Performance Management & Reporting

• Define, monitor, and improve departmental KPIs, including customer satisfaction, response times, resolution times, and overall team productivity.
• Develop reporting systems and performance dashboards.
• Analyze trends, identify performance gaps, and implement corrective action plans.
• Provide regular updates and strategic recommendations to company leadership.
• Ensure departmental goals align with broader business objectives.

5. Training & Team Development

• Oversee the creation and implementation of training and development programs.
• Ensure Team Leads have the resources and skills needed to manage their teams effectively.
• Identify skill gaps and develop improvement plans.
• Standardize onboarding and ongoing training processes.
• Support the professional development and growth of the Customer Support department.

6. Strategic Planning & Department Growth

• Develop strategies to improve operational efficiency and customer satisfaction.
• Build scalable systems that support company growth.
• Partner with leadership to identify departmental priorities and improvement opportunities.
• Recommend tools, automations, and process enhancements.
• Take ownership of the department's long-term performance and development.

Qualifications & Requirements

• 5+ years of experience in Customer Support or Customer Experience, including significant leadership or management experience.
• Proven experience managing Team Leads, supervisors, or multiple support teams.
• Strong background in process optimization, systems improvement, and operational leadership.
• Demonstrated ability to develop SOPs, quality assurance frameworks, and performance management systems.
• Experience analyzing KPIs and translating data into actionable improvements.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Familiarity with customer support platforms, CRM systems, ticketing tools, and workflow automation.
• Ability to manage competing priorities and lead teams in a fast-paced environment.
• Strong organizational skills, accountability, and a proactive mindset.
• Availability to work full-time during EST-aligned business hours.

What We're Looking For
We are looking for someone who is not only capable of managing a team but can also lead and improve an entire department.

Our ideal Customer Support Director is someone who:

• Thinks strategically while maintaining strong operational oversight.
• Knows how to lead and develop Team Leads rather than simply managing individual agents.
• Identifies problems and proactively implements solutions.
• Is passionate about building efficient systems and improving customer experiences.
• Can establish accountability and drive measurable performance improvements.
• Is comfortable collaborating directly with company leadership.

Why Join Circle of Greatness?

• Join a fast-growing, international organization.
• Take ownership of a critical department and help shape its future.
• Work closely with company leadership on strategic initiatives.
• Lead and develop a growing team of Customer Support professionals.
• Have the opportunity to improve systems, implement new processes, and drive meaningful organizational change.
• Enjoy a remote work environment aligned with EST business hours.
• Competitive compensation of $5,000–$6,000 USD, subject to final agreement.