The Role
The Customer Support Manager is a leadership role responsible for both people management and channel ownership. This role directly manages Customer Support Supervisors and is accountable for the performance, consistency, and success of all supervisors and leads under them as well as for the Customer Support Specialists under those supervisors.
In parallel, the Customer Support Manager owns one or more support channels (e.g., Live Chat, Phone, Email, MD Support, cross-team Liaison Leads, socials), ensuring operational excellence through KPI ownership, process optimization, and the development and execution of customer support strategy, with a strong focus on continuous improvement as the business scales. This role bridges frontline execution and strategic leadership-driving results through strong leadership, clear expectations, and disciplined operations.
Responsibilities
People Leadership & Team Performance
- Directly manage and coach Customer Support Supervisors, ensuring strong leadership, accountability, and consistency across teams
- Own the success, performance, and engagement of all Customer Support Specialists within assigned teams, through effective supervisor leadership and QA.
- Set clear expectations for supervisors around performance management, coaching quality, accountability, and communication
- Partner with Supervisors on performance management, including goal-setting, development plans, and corrective action when needed
- Conduct and own 6-month and 12-month performance reviews for all Customer Support Specialists within their assigned teams, ensuring timely, consistent, and well-documented evaluations. Partner with HR Manager for contract renewals.
- Ensure consistent application of Musely policies, workflows, and quality standards across all teams
- Foster a culture of ownership, professionalism, and continuous improvement
- Support leadership succession planning and development of supervisors into future leaders
- Use team performance data, quality insights, and behavioral trends to guide people decisions, anticipate coaching or performance risks, and provide informed recommendations on development and accountability, as well as process improvements.
Channel Ownership & Operations
- Own operational health and performance of assigned support channel(s) (e.g., Live Chat, Phone, Email, MD Support)
- Deeply understand, monitor, and improve channel-specific KPIs (CSAT, SLA, handle time, resolution time, backlog health, quality metrics, etc.)
- Define and evolve channel strategy, including capacity planning, tooling improvements, and long-term scalability, based on performance data and customer needs.
- Proactively identify process gaps, inefficiencies, and failure points, and lead iterative, data-informed improvements to strengthen performance, consistency, and customer experience over time.
- Maintain clear documentation, workflows, and standards for assigned channels
- Partner as needed with Training, QA, Product, Engineering, Marketing and Operations to ensure smooth rollouts and sustained execution
- Serve as a subject matter expert for assigned channels, including tooling, workflows (including Zendesk), and customer experience best practices
- Use data, trends, and performance insights to inform decisions, identify risks and opportunities, and provide clear, actionable recommendations to leadership.
- Own quality assurance (QA) for assigned channels, ensuring reviews are completed consistently and that QA insights are shared with HR and Training to inform coaching priorities, skill gaps, and systemic trends.
CS Strategy
- Support larger Support initiatives, pilots, and change management efforts
- Lead teams through change by clearly communicating the "why," anticipating resistance, and building alignment and buy-in at all levels
- Guide execution through clear outcomes, priorities, and accountability-empowering supervisors, leads and agents while avoiding micromanagement
- Ensure operational readiness and consistency during launches, process changes, and scaling initiatives
Skills
- Strong people leadership and coaching capabilities
- High operational discipline with strong KPI ownership
- Ability to build, analyze and interpret reports and dashboards to inform KPI management, operational decisions and CS strategy
- Ability to balance strategic and tactical thinking with hands-on execution
- Excellent communication skills-clear, direct, and professional
- Strong judgment and decision-making under pressure
- Ability to hold leaders accountable while supporting growth
Qualifications
- 3-5+ years of experience as a Customer Support Manager (in a support or call center environment preferred) managing a team with leads or supervisors
- Hands-on experience using and administering Zendesk or a CXM platform, including managing workflows, automations, reporting, and agent tooling
- Strong background in operational support environments (chat, phone, email, or similar)
- Data-driven mindset with experience using spreadsheets, dashboards and performance metrics, Google Worksheets preferred
- Experience owning KPIs and driving measurable improvements
- Experience in fast-paced, scaling, or tech-enabled environments preferred
The Benefits
Have a passion for skincare and want to work at a fast growing company? Musely is it!
- Bonus and equity
- Employee discount for all FaceRx products
Work Location
Remote to start, Salt Lake City hybrid in-office TBD
Salary
$32-$36 hourly
The Company
Musely has been the pioneer and disruptor for highly effective skincare medications for women (and some men) from age of 30 to 90. Musely enables the best dermatologists & pharmacists to deliver the most effective & affordable prescription skincare treatments through technology. With its revolutionary approach, Musely enables the science of youth quickly & affordably, online at the convenience of your home. Musely is disrupting $100B US and $500B global skincare, HRT and longevity industries.