AxisCare
Customer Support Manager
Waco, Texas · Full-time
Sponsorship not specifiedDetected 21 days ago
CRMProcess ImprovementPerformance ManagementCustomer SuccessCustomer SupportZendeskResearchLeadershipCommunicationCollaborationProblem SolvingMentoring
About the role
- Opportunities for professional growth and career development.
Responsibilities
- Directly manage a team of 8-10 Customer Support Specialists
- Support onboarding and development of new hires
- Own team performance across KPIs (CSAT, online time, ticket volume, QA scores, etc.)
- Develop and execute performance improvement plans when needed
- Oversee day-to-day support operations (tickets, phones, email)
- The Customer Support Manager works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service.
Requirements
- Bachelor's degree in Business Administration, Management, Communications, or a related field
- equivalent experience may be considered in lieu of a degree.
- Strong understanding of customer support metrics and KPIs, including CSAT, response times, productivity, quality assurance, and operational performance.
- Experience participating in or leading cross-functional initiatives, projects, process improvements, or technology implementations.
Nice to have
- 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
- Communication & Collaboration
- Growth Opportunity
Skills
- 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
- Strong communication, coaching, conflict resolution, and interpersonal skills.
Compensation
- Compensation and Benefits
Benefits
- Monitor queue health and ensure timely responses and resolutions
Company info
- 401(k) plan with company matching.
- Company will provide laptop and other needed computer equipment.
- 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.
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This listing is sourced directly from AxisCare's careers page and normalized into a canonical job model.