Enterprise Resource Technologies · 1 week ago
Customer Service Manager
United States
Part-time
Remote
Mid, Senior Level
$25/hr - $35/hrEnterprise Resource Technologies is a rapidly growing, remote-first B2B SaaS company focused on delivering best-in-class customer-support solutions for modern enterprises. They are seeking an experienced leader to manage customer support operations for US-based customers while driving performance and improving customer experience metrics.
ConsultingInformation TechnologySoftware
Responsibilities
Own day-to-day customer support operations for US customers across email, chat, phone, and in-app channels; ensure SLAs and response-time targets are met
Lead, coach, and develop a remote team of support agents—drive performance through regular 1:1s, training, and QA calibration
Manage escalations and complex cases, partnering with Product and Engineering to surface defects and prioritize fixes
Design and implement process improvements, knowledge-base updates, and playbooks to increase first-contact resolution and reduce repeat tickets
Build and maintain KPI dashboards (CSAT, NPS, AHT, SLA adherence); translate metrics into operational plans and staffing models
Own hiring forecasts, workforce planning, and vendor/outsourcer coordination to scale support reliably and cost-effectively
Qualification
Required
Zendesk
Salesforce Service Cloud
Omnichannel Support
Workforce Management
Quality Assurance
Performance Dashboards
Preferred
HubSpot Service Hub
Calabrio
CCaaS platforms (Genesys, NICE, Five9)
Benefits
Fully remote, US-focused role with flexible hours aligned to customer time zones.
Collaborative, metrics-driven culture that values coaching, ownership, and continuous improvement.
Opportunities to partner cross-functionally with Product, Sales, and Engineering to shape product and support strategy.
Company
Enterprise Resource Technologies
We empower Small and Mid-size manufacturing organization with new technologies for a sustainable, competitive future.
Founded in 2001
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Haynel Rose
President & CEO
Recent News
2023-06-08
Company data provided by crunchbase