Customer Support People Manager

Shape Float’s customer support team through empathetic leadership, coaching, and clear performance standards. Stay close to customers, queues, escalations, and team development.As Manager of Product Support, you will own people management for Associates and Specialists. You will hire, onboard, coach, review performance, support promotions, and develop future leaders. You will also build a culture of direct, kind feedback, ownership, continuous learning, healthy workload, engagement, retention, and sustainable coverage.Key Responsibilities:
Lead and develop a high-performing Product Support teamConduct hiring, onboarding, one-on-ones, and performance reviewsCoach senior team members toward operational independenceSet expectations connected to customer and company outcomesHandle high-visibility escalations and executive customer conversationsRequirements:
7+ years in technical support, digital customer service, or IT help desk2+ years managing people, ideally managers or team leadsClear, empathetic communication with customers and executivesExperience giving hard feedback and running performance processesWillingness to adjust schedules and support occasional evenings or weekendsUse people leadership, empathetic communication, and customer closeness to strengthen Float’s Product Support team and service experience.
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