Manager, Customer Solutions

impakt.work

Columbus, United States
Base: $90,000 - $110,000 py; bonus/equity: 5% vari...
On-site
Manage high-volume customer support teams
Experience with freshdesk or zendesk crm
Implement structured quality assurance frameworks
The role involves leading a high-performing support team to deliver world-class customer experiences while integrating advanced AI and automation

Job Summary

  • The role involves leading a high-performing support team to deliver world-class customer experiences while integrating advanced AI and automation.
  • Candidates must manage day-to-day operations independently, ensuring the team meets KPIs for customer satisfaction, ticket resolution, and response times.
  • The company offers comprehensive benefits including medical insurance, flexible PTO, mental health support, and Restricted Stock Units (RSUs).

Matching Summary

The role involves leading a high-performing support team to deliver world-class customer experiences while integrating advanced AI and automation.

Salary

Base: $90,000 - $110,000 per year; Bonus/Equity: 5% variable annual bonus plus RSU grant; Benefits: Medical, Dental, Vision, 401(k), PTO, Therapy sessions, Gym reimbursement

Skills & Requirements

Must-have

  • Manage high-volume customer support teams
  • Experience with Freshdesk or Zendesk CRM
  • Implement structured quality assurance frameworks
  • Drive KPIs for satisfaction and resolution times
  • Lead cross-functional collaboration globally

Nice-to-have

  • Familiarity with affiliate or creator marketing space
  • Champion of GenAI tooling adoption
  • Affiliate & Partnerships Industry Fundamentals Certification
  • Experience in fast-paced SaaS environments

Key Requirements

  • Proven track record managing support teams in BPO or high-volume environments
  • Hands-on experience with modern CRM platforms like Freshdesk or Zendesk
  • Deep expertise in establishing reporting cadences and acting on support metrics

Work Rights

Not specified

Tailored Resume

Cover Letter