Customer Support Manager

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  "last_changed_at": "2026-06-03T10:38:37.679Z",
  "active_status": "active"
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  "location": {
    "raw": "Waco, Texas, 76710, United States",
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{
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      "state": "Texas"
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    "jobOpeningName": "Customer Support Manager",
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    "location": {
      "city": "Waco",
      "state": "Texas",
      "postalCode": "76710",
      "addressCountry": "United States"
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    "datePosted": "2026-04-17",
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    "description": "<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><img width=\"186\" height=\"33\" src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20241212142719-image.png\" alt=\"\" data-cke-saved-src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20241212142719-image.png\"></span><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Job Description – Customer Support Manager</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Reports To: Director of Customer Support</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Department: Customer Support</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Location: Optional Remote / In-Office Preferred (Company Headquarters, Waco, TX) </span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Role Type: Full-Time</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Summary</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">The Customer Support Manager works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service. This role involves directly managing a team of Customer Support Specialists while partnering with other Customer Support Managers, Support Enablement &amp; Operations, Product, and Engineering teams to drive continuous improvement across the Customer Support organization.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">The Customer Support Manager is responsible for leading a high-performing support team that delivers exceptional customer experiences while consistently achieving departmental goals related to quality, productivity, customer satisfaction, and operational excellence. In addition to team leadership and performance management, this role is expected to identify opportunities to improve support processes, leverage automation and artificial intelligence, enhance self-service resources, and implement scalable solutions that improve customer outcomes and team efficiency.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">The ideal candidate possesses strong leadership abilities, experience within a SaaS environment, a passion for developing people, and a proven ability to balance customer experience, operational efficiency, and continuous improvement in a fast-paced, high-growth organization.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Team Leadership &amp; Development</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Directly manage a team of 8–10 Customer Support Specialists</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Conduct regular 1:1s, coaching sessions, and performance reviews</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Foster a culture of accountability, growth, and high performance</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Support onboarding and development of new hires</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Performance Management</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Own team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Monitor performance trends and address gaps proactively</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Develop and execute performance improvement plans when needed</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Ensure consistent execution of quality and service standards</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Daily Operations &amp; Execution</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Oversee day-to-day support operations (tickets, phones, email)</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Monitor queue health and ensure timely responses and resolutions</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Step in during high-volume or complex situations as needed</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Reinforce adherence to established processes and workflows</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Escalation Management</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Handle complex customer escalations within the team</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Ensure timely resolution and strong customer outcomes</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Communicate clearly with customers and internal stakeholders</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Hiring &amp; Talent Development</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Participate in interviewing and hiring decisions</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Support onboarding and ramp-up of new team members</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Identify and develop high-potential employees for future growth</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Collaboration with Enablement &amp; Operations</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Partner with Support Enablement &amp; Operations Manager to:</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Execute training programs and product updates</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Reinforce QA frameworks and coaching standards</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Provide feedback on tools, workflows, and documentation</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Surface gaps or challenges in execution</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Continuous Improvement</span></p>\n<ol>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Identify trends in team performance, customer issues, and workflows</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Provide feedback and recommendations to improve processes and efficiency</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Support implementation of new tools, workflows, or initiatives</span></li>\n</ol>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Minimum Qualifications</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Bachelor's degree in Business Administration, Management, Communications, or a related field; equivalent experience may be considered in lieu of a degree.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">3+ years of leadership experience within Customer Support, Customer Success, Technical Support, or a related customer-facing function.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Preferred experience within a SaaS environment; experience supporting healthcare, home care, or other highly regulated industries is a plus.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Demonstrated ability to lead, develop, and motivate high-performing customer support teams.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Proven ability to analyze support operations and identify opportunities to improve customer experience, employee effectiveness, and operational efficiency.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Experience leveraging automation, artificial intelligence, self-service resources, workflow optimization, or other scalable solutions to improve support performance and reduce customer effort.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Strong understanding of customer support metrics and KPIs, including CSAT, response times, productivity, quality assurance, and operational performance.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Experience utilizing customer support platforms, CRM systems, knowledge management tools, and reporting platforms (Zendesk experience preferred).</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Strong communication, coaching, conflict resolution, and interpersonal skills.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Demonstrated ability to manage multiple priorities while maintaining a high level of organization, professionalism, and attention to detail.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Strong analytical and problem-solving skills, including the ability to identify root causes and implement sustainable solutions.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Experience participating in or leading cross-functional initiatives, projects, process improvements, or technology implementations.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Preferred Qualifications</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Experience in high-volume support environments</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Exposure to Quality Review/Assurance programs, training, or process improvement initiatives</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Demonstrated ability to improve team performance over time</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Core Competencies</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Coaching &amp; Team Development</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Accountability &amp; Execution</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Customer-Centric Thinking</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Problem Solving</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Communication &amp; Collaboration</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Growth Opportunity</span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">This role offers a clear path for advancement into Senior Customer Support Manager and Assistant Director of Customer Support roles based on performance, leadership impact, and contributions to process and operational improvements.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Working Conditions</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Manual dexterity required to use desktop computer and peripherals</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Utilization of phone and email to perform job functions</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Compensation and Benefits</span></p>\n<ul>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Competitive salary and comprehensive benefits package.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Opportunities for professional growth and career development.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Flexible work arrangements, including remote work options.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Health, dental, and vision insurance.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">401(k) plan with company matching.</span></li>\n<li><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\">Company will provide laptop and other needed computer equipment.</span></li>\n</ul>\n<p> </p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About AxisCare</span><br><em>According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes. <br> <br>AxisCare was started in 2013 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment. We are an Equal Opportunity Employer and comply with ADA regulations as applicable. </em></span></p>\n<p><span style=\"color: rgb(52, 73, 94); font-family: tahoma, arial, helvetica, sans-serif; font-size: 12pt\"> <img class=\"cke_widget_element\" width=\"871\" height=\"1131\" src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20250310151414-image-20250310101413-2.png\" alt=\"\" data-cke-saved-src=\"https://assets.jazz.co/customers/customer_20230412181545_HG7ENP4F4FK8DZ72/layout/20250310151414-image-20250310101413-2.png\" data-cke-widget-data=\"%7B%22hasCaption%22%3Afalse%2C%22src%22%3A%22https%3A%2F%2Fassets.jazz.co%2Fcustomers%2Fcustomer_20230412181545_HG7ENP4F4FK8DZ72%2Flayout%2F20250310151414-image-20250310101413-2.png%22%2C%22alt%22%3A%22%22%2C%22width%22%3A%22721%22%2C%22height%22%3A%22936%22%2C%22lock%22%3Atrue%2C%22align%22%3A%22none%22%2C%22classes%22%3Anull%7D\" data-cke-widget-upcasted=\"1\" data-cke-widget-keep-attr=\"0\" data-widget=\"image\"></span></p>",
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