About Job

The Customer Support Manager owns the day-to-day performance of a customer support team handling queries across employment, payroll, benefits, and platform operations. You are responsible for SLA adherence, team capacity and coverage, escalation handling, and the coaching and development of your agents. You will be measured on resolution speed, backlog health, CSAT, and quality.

Skills & Qualification

• 5+ years in client support, with at least 2 years managing a team in a high-volume environment.

• Proven track record of hitting SLA and CSAT targets while developing people.

• Experience in a ticketing/support environment (Zendesk, Salesforce, or similar) and comfort with support metrics and reporting.

• Strong customer-facing communication and de-escalation skills.

• Ability to operate in a fast-scaling, ambiguous environment with shifting priorities.

• Excellent cross-functional stakeholder management across Ops, Product, and Engineering.

• Experience in EOR, PEO, payroll, HR tech, or global employment platforms.

• Familiarity with follow-the-sun support models and multi-region coverage.

• Process improvement or automation mindset (knowledge base, deflection, RCA, AI-assisted support).

Responsibilities

• Manage a team of customer support specialists, owning shift coverage, capacity, and workload balancing within a follow-the-sun model.

• Drive SLA performance across first-response and resolution times; monitor real-time queue health and reallocate as needed.

• Serve as the escalation point for complex or sensitive cases, partnering with domain specialists (payroll, benefits, compliance) and Ops to drive resolution.

• Own quality assurance — review tickets, set QA standards, and coach agents through RYG KPI scorecards and regular 1:1s.

• Triage and prioritise incoming queries (P1–P4) and route edge cases to the right specialist teams.

• Identify recurring issues and drive root-cause fixes, query deflection, and knowledge base improvements.

• Partner with Engineering and Ops to surface systemic platform and process gaps.

• Report on team health — backlog, resolution times, CSAT, and quality — to leadership, with clear narratives and action plans.