📍 Job Overview

Job Title: Customer Support Manager
Company: Alphabe Insight Inc
Location: Washington, District of Columbia, United States
Job Type: Full-time
Category: Customer Support & Success
Date Posted: 2025-08-08
Experience Level: Mid-Senior level
Remote Status: On-site/Hybrid

🚀 Role Summary

Lead and develop a high-performing customer support team responsible for multi-channel support (email, chat, phone).
Own day-to-day operations, coach team leads and agents, analyze performance metrics, and partner with Product, Sales, and Operations to remove friction from the customer journey.
Deliver fast, accurate, and empathetic support while building processes that scale.

📝 Enhancement Note: This role requires a balance of strong leadership, analytical, and communication skills to drive customer support excellence in a dynamic environment.

💻 Primary Responsibilities

Team Leadership & Development:
- Lead, mentor, and develop support team members, including hiring, onboarding, and performance reviews.
- Establish and refine processes, playbooks, and knowledge base content.
- Implement QA programs, coaching frameworks, and ongoing training initiatives.
Operational Management:
- Oversee daily queue management and scheduling to meet SLAs and quality targets.
- Monitor KPIs (FCR, CSAT, NPS, AHT, backlog) and drive data-informed improvements.
- Handle escalations and resolve complex issues with a customer-first mindset.
Cross-Functional Collaboration:
- Collaborate with Product to surface trends and advocate for user-impacting fixes and features.
- Own support tooling and workflows; recommend enhancements or new solutions.
- Report weekly/monthly results and initiatives to leadership.

📝 Enhancement Note: This role involves a high degree of cross-functional collaboration, requiring strong stakeholder management and communication skills.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Communications, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 3-5+ years in customer support, including 2+ years managing a frontline team.

Required Skills:

Proven success meeting or exceeding SLAs and CSAT targets in a fast-paced environment.
Experience with ticketing/CRM platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
Strong analytical skills with the ability to translate data into action.
Excellent communication, conflict resolution, and stakeholder management skills.
Process-oriented, organized, and comfortable driving cross-functional change.

Preferred Skills:

Experience building knowledge bases, launching chat/IVR, or supporting SaaS/e-commerce.
Familiarity with data visualization tools (e.g., Tableau, Looker) and customer support metrics.

📝 Enhancement Note: Candidates with experience in SaaS or e-commerce customer support may have an advantage in this role.

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

💵 Compensation & Benefits

Salary Range: $60,000 - $65,000 per year

Benefits:

Health, dental, and vision insurance
Paid time off, paid holidays, and sick leave
401(k) with company match
Professional development stipend and clear growth pathways
Hybrid work flexibility and commuter benefits
Modern tools and supportive, growth-focused leadership

📝 Enhancement Note: The salary range provided is based on market research for customer support management roles in the Washington, D.C. area, with consideration for the company's size and industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Marketing and Advertising

Company Size: Medium (50-250 employees)

Founded: 2015

Team Structure:

Customer Support: 15-20 team members, including team leads and agents.
Product, Sales, and Operations: Collaborative cross-functional teams with dedicated support liaisons.

Development Methodology:

Agile/Scrum methodologies for product development and customer support process improvement.
Regular sprint planning, code reviews, and quality assurance practices.
Continuous integration and deployment strategies for customer support tools and workflows.

Company Website: www.hypetier.com

📝 Enhancement Note: Hype Tier's company culture emphasizes creativity, strategy, and innovation, fostering a collaborative environment for customer support professionals.

📈 Career & Growth Analysis

Customer Support Career Level: Mid-Senior level, with potential growth opportunities in team leadership, management, or cross-functional roles.

Reporting Structure: Reports directly to the Director of Customer Success, with a dotted line to the Head of Operations.

Technical Impact: Directly influences customer satisfaction, loyalty, and brand perception through exceptional support experiences and process improvements.

Growth Opportunities:

Team Leadership: Expand the customer support team and mentor new team leads.
Cross-Functional Collaboration: Partner with Product, Sales, and Operations to drive customer-centric initiatives.
Career Progression: Transition into a Director or Head of Customer Success role, or explore opportunities in related fields such as Customer Experience or Operations.

📝 Enhancement Note: Career growth at Hype Tier is supported by a strong focus on professional development, with clear pathways for advancement in customer support and related roles.

🌐 Work Environment

Office Type: Modern, collaborative workspace with dedicated customer support and team areas.

Office Location(s): Washington, D.C. (Hybrid work arrangement with 2-3 days per week on-site)

Workspace Context:

Collaboration: Open-plan workspaces with dedicated team areas and meeting rooms.
Tools & Equipment: Modern hardware, software, and customer support tools (e.g., Zendesk, Slack, Zoom).
Work-Life Balance: Flexible work hours and remote work options to support a healthy work-life balance.

Work Schedule: Standard business hours (8:30 AM - 5:30 PM EST) with flexibility for team meetings and training sessions.

📝 Enhancement Note: Hype Tier's work environment fosters collaboration and growth, with a focus on supporting the well-being of its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Brief conversation to assess cultural fit and understanding of the role (30 minutes).
On-site Interview: In-depth discussion of leadership style, problem-solving approach, and customer support strategies (60-90 minutes).
Case Study & Role-Play: Demonstrate ability to analyze customer support data, identify trends, and develop action plans (60 minutes).
Final Interview: Meet with the Director of Customer Success and other key stakeholders to discuss fit and next steps (30-45 minutes).

Portfolio Review Tips: (N/A - Customer Support Role)

Technical Challenge Preparation: (N/A - Customer Support Role)

ATS Keywords: Customer Support, Team Management, Performance Metrics, Analytical Skills, Communication Skills, Conflict Resolution, Stakeholder Management, Process Improvement, CRM Platforms, Coaching, Training, Escalation Management, Data Analysis, Quality Assurance, Knowledge Base Development, Cross-Functional Collaboration, Customer Success, Customer Experience, Customer Journey, Customer Satisfaction, Customer Retention

📝 Enhancement Note: To optimize your resume for this role, focus on relevant customer support and management keywords, as well as your experience with CRM platforms and data analysis.

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Role)

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize customer needs and strive to exceed expectations.
Empathetic: Approach customer interactions with understanding and patience.
Proactive: Anticipate customer needs and proactively address potential issues.
Collaborative: Work closely with cross-functional teams to drive customer success.

Collaboration Style:

Cross-Functional: Regularly engage with Product, Sales, and Operations to ensure customer feedback is considered in decision-making processes.
Data-Driven: Use customer support metrics to inform process improvements and drive data-informed decision-making.
Continuous Learning: Foster a culture of continuous learning and improvement, encouraging team members to develop new skills and share knowledge.

📝 Enhancement Note: Hype Tier's customer support team values a customer-centric, collaborative, and data-driven approach to delivering exceptional support experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Support: Develop processes and workflows that scale as the company grows and customer base expands.
Cross-Functional Collaboration: Effectively partner with Product, Sales, and Operations to remove friction from the customer journey.
Data Analysis: Leverage customer support data to identify trends, optimize processes, and drive continuous improvement.

Learning & Development Opportunities:

Professional Development: Access to training, workshops, and conferences to advance customer support skills and leadership capabilities.
Mentorship: Opportunities to learn from and collaborate with experienced team members and industry experts.
Career Progression: Clear pathways for advancement in customer support and related roles, with a focus on driving customer success.

📝 Enhancement Note: To succeed in this role, candidates should be prepared to tackle technical challenges, foster cross-functional collaboration, and continuously learn and adapt in a dynamic environment.

💡 Interview Preparation

Technical Questions:

Leadership Style: Describe your leadership style and how you've successfully developed and managed customer support teams in the past.
Problem-Solving: Walk through a complex customer support challenge you've faced and how you approached resolving it.
Data Analysis: Explain how you've used customer support data to identify trends, optimize processes, and drive continuous improvement.

Company & Culture Questions:

Customer Support Philosophy: How do you ensure your team delivers exceptional customer support experiences that align with the company's values and brand?
Cross-Functional Collaboration: Describe a time when you worked closely with a cross-functional team to drive customer success and improve the customer journey.
Customer-Centric Mindset: How do you maintain a customer-centric mindset when facing challenges or setbacks in your role?

Portfolio Presentation Strategy: (N/A - Customer Support Role)

📝 Enhancement Note: To prepare for your interviews, focus on demonstrating your leadership, problem-solving, and data analysis skills, as well as your ability to foster a customer-centric and collaborative work environment.

📌 Application Steps

To apply for this Customer Support Manager position:

Submit your application through the application link.
Tailor your resume to highlight your customer support and management experience, as well as your proficiency with CRM platforms and data analysis.
Prepare for interviews by reflecting on your leadership style, problem-solving approach, and customer support strategies.
Research Hype Tier's company culture, values, and customer support philosophy to ensure a strong cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Manager