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Customer Support Manager
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Via
Tulare, CA (In Person)
$67,500 Salary, Full-Time
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Job Description
As a Customer Support Manager, you will lead a large frontline operations team responsible for both customer support and real-time dispatching functions. You'll own the performance of your team, ensuring every customer interaction is handled with empathy and efficiency while maintaining operational excellence across our service. This is a highly visible leadership role that requires strong people management skills, sound judgment, and the ability to thrive in a fast-paced environment where priorities can change quickly. You'll coach and develop your team, manage staffing and scheduling, solve operational challenges in real time, and partner closely with local leadership to identify root causes and implement long-term improvements. This is an in-person position based in Visalia, CA five days per week. Weekend availability may be required based on operational needs. What You'll Do Lead, develop, and manage a team of frontline agents responsible for customer support and dispatch operations Serve as the primary escalation point for complex customer and operational issues, making thoughtful decisions in real time with limited guidance Own team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels Ensure riders receive empathetic, high-quality support while maintaining efficiency and responsiveness across all contact channels Oversee dispatch operations to ensure all service commitments are fulfilled through proactive problem solving and resource coordination Use technology and operational tools to monitor service performance, identify emerging issues, and drive informed decision-making Partner closely with General Managers and Operations leadership to investigate recurring operational challenges, identify root causes, and recommend process improvements Balance immediate problem-solving with long-term operational thinking, sharing insights and recommendations that improve service reliability and team effectiveness Build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement across the business Become the subject matter expert on local operations, processes, and systems, adapting quickly as services evolve and new challenges emerge