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GoFan · 2 days ago

Support Manager

Chamblee, GA

Full-time

Hybrid

Mid, Senior Level

4+ years exp

PlayOn is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. They are seeking an experienced Support Manager to lead and develop a customer support team, ensuring high-quality service and team performance through effective coaching and operational management.

Computer Software

Growth Opportunities

Responsibilities

Lead, coach, and manage a team of Support Specialists delivering phone- and case-based customer support

Drive individual and team performance through regular coaching, feedback, and performance management

Develop and execute team development plans focused on skill growth, career progression, and engagement

Monitor and manage daily operations, including: Case queues and backlog health, Call volume and coverage, SLAs, response times, and customer satisfaction

Own and track team KPIs such as productivity, quality, CSAT, adherence, and resolution effectiveness

Partner with cross-functional teams (Operations, Product, Engineering, Customer Success) to identify trends, escalate issues, and improve support processes

Ensure consistent use of Salesforce (or similar CRM) for case management, documentation, and reporting

Participate in hiring, onboarding, training, and ramp plans for new team members

Build schedules and staffing plans to ensure proper coverage across shifts and peak demand

Reinforce company policies, support standards, and expectations consistently and fairly

Contribute to continuous improvement initiatives focused on efficiency, quality, and customer experience

Qualification

SalesforcePerformance managementTeam leadershipCustomer support experienceCoaching skillsCommunication skillsOrganizational skillsTime managementCalm under pressure