Customer Support Manager

Job Description – Customer Support Manager

Reports To: Director of Customer Support 

Department: Customer Support 

Location: In Office (Company Headquarters, Waco, TX) 

Role Type: Full-Time 

Summary 

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 the Customer Support team in conjunction with other Customer Support Managers.  

The Customer Support Manager is responsible for leading a team of Customer Support Specialists to deliver high-quality customer support experiences. This role focuses on team leadership, performance management, and consistent execution of support processes while ensuring strong customer satisfaction. 

Key Responsibilities

Team Leadership & Development

Directly manage a team of ~8–10 Customer Support Specialists

Conduct regular 1:1s, coaching sessions, and performance reviews

Foster a culture of accountability, growth, and high performance

Support onboarding and development of new hires

Performance Management

Own team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)

Monitor performance trends and address gaps proactively

Develop and execute performance improvement plans when needed

Ensure consistent execution of quality and service standards

Daily Operations & Execution

Oversee day-to-day support operations (tickets, phones, email)

Monitor queue health and ensure timely responses and resolutions

Step in during high-volume or complex situations as needed

Reinforce adherence to established processes and workflows

Escalation Management

Handle complex customer escalations within the team

Ensure timely resolution and strong customer outcomes

Communicate clearly with customers and internal stakeholders

Hiring & Talent Development

Participate in interviewing and hiring decisions

Support onboarding and ramp-up of new team members

Identify and develop high-potential employees for future growth

Collaboration with Enablement & Operations

Partner with Support Enablement & Operations Manager to:

Execute training programs and product updates

Reinforce QA frameworks and coaching standards

Provide feedback on tools, workflows, and documentation

Surface gaps or challenges in execution

Continuous Improvement

Identify trends in team performance, customer issues, and workflows

Provide feedback and recommendations to improve processes and efficiency

Support implementation of new tools, workflows, or initiatives 

What We're Looking For (Minimum Qualifications )  

Bachelor’s degree or equivalent experience 

3–5+ years in customer support or service roles (SaaS preferred) 

1–2+ years of leadership or team lead experience 

Strong communication and interpersonal skills 

Strong leadership and team management abilities. 

Proficiency in customer service software, databases, and CRM tools. 

Experience with support platforms (Zendesk or similar) 

Ability to manage multiple priorities in a fast-paced environment 

Ability to think strategically and to lead by example

Advanced troubleshooting and multi-tasking skills

 What We'd Be Excited To Find (Preferred Qualifications) 

Experience in high-volume support environments 

Exposure to Quality Review/Assurance programs, training, or process improvement initiatives 

Demonstrated ability to improve team performance over time 

 
Core Competencies 

Coaching & Team Development 

Accountability & Execution 

Customer-Centric Thinking 

Problem Solving 

Communication & Collaboration 

 
Growth Opportunity 
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. 

Working Conditions 

Manual dexterity required to use desktop computer and peripherals 

Utilization of phone, [other software needed/required] and email to perform job functions  

Compensation and Benefits

Competitive salary and comprehensive benefits package.   

Opportunities for professional growth and career development.   

Flexible work arrangements, including remote work options.   

Health, dental, and vision insurance.   

401(k) plan with company matching. 

Company will provide laptop and other needed computer equipment. 

 About AxisCare
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. 
 
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.