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Role Description

OpenLoop is looking for a Senior Manager, Customer Support to join our team remotely. In this role, you will be responsible for leading and scaling our Customer Support function to deliver exceptional technical and empathetic support experiences.

• Mentor and lead a team of support specialists to deliver high-quality technical and emotional support.
• Design and refine automated ticketing workflows to improve response times and resolution rates.
• Analyze support data to identify product friction points and present those findings to the Product team.
• Manage the internal and external knowledge base to ensure documentation is accurate and helpful.
• Act as the final point of escalation for complex or high-priority customer issues.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in Business, Communications, Information Technology, or a related field.
• 3–5 years of experience in Customer Support or Customer Success, including 1–2+ years in a leadership or senior capacity.
• Proven experience leading and developing support specialists, building positive team culture, and managing remote or distributed teams across time zones.
• Strong proficiency with industry-standard support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho, or similar ticketing and analytics tools.
• Demonstrated experience setting, tracking, and improving SLA performance and CSAT metrics.
• Highly data-driven, comfortable using reporting tools such as Excel, SQL, Tableau, or platform dashboards to analyze trends and drive operational improvements.
• Clear communicator capable of translating technical concepts for non-technical users and collaborating effectively across Product and Engineering teams.
• Strategic thinker who can balance immediate escalation management and “firefighting” with long-term workflow optimization and process improvement initiatives.
• Strong organizational skills with the ability to manage multiple priorities and projects in a fast-paced, high-growth environment.
• Professional certification in Customer Success or Support Management is a plus.

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more