Customer Support & Success Manager
Brooklyn, NY
100K
Position Overview
We are seeking a Customer Support & Success Manager to lead and scale our support operations while remaining hands-on. You will manage a growing team (currently two in-office and one remote), own and optimize our Zendesk system , analyze support tickets to identify trends, and deliver actionable feedback to the product/development team.
This is a player-coach role : part supervisor, part frontline contributor. The right candidate has done this work before—building support processes, managing escalations, and training teams—and is now ready to step into a leadership role while still rolling up their sleeves.
The Ideal Candidate
Proven hands-on experience in customer support operations and ready to step into a management role.
Expert-level Zendesk knowledge , including system setup, workflows, dashboards, and reporting.
Strong analytical mindset; can spot trends in tickets and translate them into feedback for product/dev teams.
Empathetic and customer-first, with excellent communication skills.
Experience training, coaching, or mentoring junior team members.
Thrives in fast-paced, scaling environments.
Key Responsibilities
Team & Operations
Lead the customer support team, ensuring timely, empathetic, and effective responses.
Train, mentor, and supervise staff while remaining hands-on with ticket resolution.
Create and maintain SOPs, SLAs, and runbooks for consistent service delivery.
Zendesk Ownership
Serve as the Zendesk administrator , responsible for system setup, workflows, dashboards, and reporting.
Train the team on best practices and optimize usage for speed and accuracy.
Generate weekly reports on ticket volume, response times, and unresolved issues.
Analysis & Continuous Improvement
Conduct root cause analysis of recurring issues and escalate insights to the product/development team.
Identify and recommend improvements in processes, tools, and workflows.
Partner with the Account Manager to ensure smooth employer onboarding and strong client relationships.
Collections & Vendor Management
Oversee collections tracking and reporting.
Manage vendor relationships, ensuring SLAs are met and issues are resolved quickly.
Email resume to: Baila@maiplacement.com
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