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Technical Customer Support Manager

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Phorest

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

We’re looking for an experienced, client-focused, and metrics-driven Customer Support Team Manager to lead our North American Support Team. This role is ideal for someone who takes real pride in building high-performing teams and measures success through customer outcomes and team growth. You’ll play a critical role in delivering exceptional customer experiences while driving operational efficiency, performance, and continuous improvement.

Job Responsibility:

  • Lead, coach, and develop a high-performing team of support agents through regular 1:1s, feedback, and performance management
  • Ensure the team consistently meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency
  • Own and manage critical escalations, acting as the regional point of contact while collaborating with global teams
  • Monitor team capacity and proactively plan hiring needs in partnership with Talent
  • Onboard new hires and drive continuous learning through training and development initiatives
  • Act as a subject matter expert on our salon management software, supporting both team members and customers
  • Provide regular insights to senior leadership on performance, trends, and opportunities for improvement
  • Support the team hands-on when needed, taking ownership of complex L2+ customer issues and technical investigations
  • Partner with global stakeholders to roll out new processes and systems across the region

Requirements:

  • 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment
  • 5+ years of direct customer-facing experience
  • 3+ years of experience managing a technical team of 10+ people in a support function
  • Strong knowledge of both Mac and Windows operating systems
  • Experience working with small business owners and a passion for helping them succeed
  • Hands-on experience with POS software
  • Proficiency with Zendesk, Slack, Jira, and Notion
  • Ability to work in a quiet, distraction-free environment during shifts

Nice to have:

  • Experience collaborating with Product & Development teams is a plus
  • Background in internal training and team development is advantageous
What we offer:
  • Private healthcare
  • 2 Wellness Days
  • Employee assistance program
  • Free online GP service
  • Competitive Compensation
  • Employee Share Purchase Scheme
  • Pension
  • Life Assurance
  • Income Protection
  • Bike to work scheme
  • Tax saver transport tickets
  • 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause
  • Enhanced Maternity and Paternity Benefits
  • Great learning environment and extensive development opportunities
  • Development programs
  • Access to many online resources including LinkedIn learning
  • 3 moving days

Additional Information:

Job Posted:
January 09, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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