Customer Support Manager

Role summary

The Customer Support Manager will lead the frontline service organization that represents TeamZoro to customers on a daily basis. This role is responsible for service quality, response performance, escalation handling, workforce coordination, and the coaching structures that keep customer-facing operations reliable as transaction volumes grow.

This is a management role for a disciplined operator who can combine service leadership with process control and reporting rigor. The role requires strong judgment, calm execution, and the ability to translate customer issues into actionable improvements for operations, product, and internal tooling.

Responsibilities

• Lead the day-to-day customer support function across inbound and outbound support workflows.
• Manage support supervisors and frontline teams against service level, quality, and resolution targets.
• Own escalation routines for high-priority customer issues and ensure clean handoff to internal teams when required.
• Establish reporting for response time, backlog health, customer issue categories, and resolution performance.
• Drive coaching, QA follow-up, and performance management routines that improve consistency and accountability.
• Partner with product, engineering, trust and safety, and operations leadership on issue trends and structural fixes.
• Support workforce planning, shift readiness, and service continuity during launches, campaigns, or demand spikes.
• Maintain SOPs, knowledge resources, and service controls that support scalable customer operations.

Required qualifications

• Bachelor's degree in business, management, communications, or a related discipline.
• 5+ years of experience in customer support, service operations, contact center operations, or customer success environments.
• 2+ years of people management experience in a high-volume service setting.
• Strong experience with KPI management, escalation handling, and frontline coaching.
• Ability to work with structured workflows, performance reporting, and service quality frameworks.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience in digital platforms, logistics-enabled services, or technology-led customer operations.
• Exposure to customer support tooling, queue management, or knowledge operations.
• Experience partnering with product and engineering teams on customer pain points or service workflow improvements.
• Experience building service standards in a scaling business.

Skills

• Customer support leadership
• Service operations
• Escalation management
• Workforce coordination
• Quality coaching
• Performance reporting
• Team management
• Cross-functional communication

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to operational design across software, support, and company execution.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of service leadership, escalation management, KPI ownership, or process improvements where possible. Shortlisted candidates will be contacted for the next stage.