Customer Support Manager

At Restream, our Support team is the frontline of our user experience. Whether answering questions, advising on best practices, or resolving technical issues, our goal is to ensure every customer interaction is exceptional.

As a Customer Support Manager, you will lead, develop, and inspire a team of Support Representatives to provide world-class assistance. You’ll be responsible for team performance, engagement, and operational improvements while championing Restream’s product and values. You’re a strong people manager and empathetic leader who thrives on coaching, solving problems, and fostering collaboration. You’re also an advocate for cross-team initiatives, ensuring that Support insights are escalated and contribute to product enhancement, strategy building, and priority setting.

What You’ll Do

• Lead, coach, and develop a team of 5–10 Support Representatives.

• Maintain high-quality support, driving continuous improvements in response times, resolution rates, and customer satisfaction.

• Act as a bridge between Support and other teams, ensuring customer feedback informs product and operational decisions.

• Identify opportunities to enhance workflows, leveraging automation, AI tools, and process improvements.

• Provide clear performance expectations and feedback to empower your team’s growth.

• Foster a customer-focused culture that promotes empathy and accountability.

• Monitor and report on key Support metrics, ensuring data-driven decision-making.

• Oversee and refine AI chatbot performance, ensuring accurate and helpful responses.

• Take the lead on special projects and strategic initiatives that elevate Support’s impact.

What We Look For

• 5+ years of experience in Customer Support, with at least some in a leadership role (people management).

• Proven experience coaching, developing, and leading a high-performing team.

• Proficiency in help desk platforms and tools (Intercom preferred).

• Tech-savvy, with prior experience in technical support and troubleshooting.

• A track record of implementing process improvements that enhance the user experience.

• Strong analytical skills, with an ability to identify trends and advocate for user needs.

• Skilled in change management and elegant problem-solving.

• Excellent written and verbal communication skills—you set the standard for customer interactions.

• Familiarity with live streaming will be a plus.

• While this position is remote, the schedule will be from 2 PM to 11 PM UTC.