Customer Support & Success Manager

Brooklyn, NY

100K

Position Overview

We are seeking a Customer Support & Success Manager to lead and scale our support operations while remaining hands-on. You will manage a growing team (currently two in-office and one remote), own and optimize our Zendesk system, analyze support tickets to identify trends, and deliver actionable feedback to the product/development team.

This is a player-coach role: part supervisor, part frontline contributor. The right candidate has done this work before—building support processes, managing escalations, and training teams—and is now ready to step into a leadership role while still rolling up their sleeves.

The Ideal Candidate

• Proven hands-on experience in customer support operations and ready to step into a management role.

• Expert-level Zendesk knowledge, including system setup, workflows, dashboards, and reporting.

• Strong analytical mindset; can spot trends in tickets and translate them into feedback for product/dev teams.

• Empathetic and customer-first, with excellent communication skills.

• Experience training, coaching, or mentoring junior team members.

• Thrives in fast-paced, scaling environments.

Key Responsibilities

Team & Operations

• Lead the customer support team, ensuring timely, empathetic, and effective responses.

• Train, mentor, and supervise staff while remaining hands-on with ticket resolution.

• Create and maintain SOPs, SLAs, and runbooks for consistent service delivery.

Zendesk Ownership

• Serve as the Zendesk administrator, responsible for system setup, workflows, dashboards, and reporting.

• Train the team on best practices and optimize usage for speed and accuracy.

• Generate weekly reports on ticket volume, response times, and unresolved issues.

Analysis & Continuous Improvement

• Conduct root cause analysis of recurring issues and escalate insights to the product/development team.

• Identify and recommend improvements in processes, tools, and workflows.

• Partner with the Account Manager to ensure smooth employer onboarding and strong client relationships.

Collections & Vendor Management

• Oversee collections tracking and reporting.

• Manage vendor relationships, ensuring SLAs are met and issues are resolved quickly.

Email resume to: Baila@maiplacement.com