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.