Customer Support Manager

About the Role:

The Customer Support Manager is responsible for leading and scaling our frontline support team across chat, phone, and email channels.

This role owns daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment to ensure customers receive fast, high-quality, and consistent support as we grow.

You will directly manage a team of Support Specialists and serve as the operational leader of our live support environment. This role has measurable impact on CSAT, response time, resolution efficiency, phone service levels, and AI-assisted resolution rates.

This role is U.S.-based with a strong preference for PST time zone to ensure alignment with team coverage and cross-functional partners.

What You’ll Own:

Intercom & AI Optimization

• Serve as operational owner of Intercom configuration and optimization (inbox workflows, routing rules, SLAs, tagging, reporting)
• Continuously improve support efficiency through automation and workflow design
• Own AI performance metrics including resolution rate, deflection rate, and human handoff rate
• Partner with CX and Product to improve knowledge base quality to support AI accuracy
• Optimize Fin (or similar AI tools) to reduce cost per contact while maintaining customer experience standards

Multi-Channel Leadership

• Lead and develop a team of 5+ Support Specialists handling chat, phone, and email
• Own performance across live phone and chat channels, including service level targets and queue health
• Design and manage phone coverage models aligned to staffing forecasts
• Monitor and improve metrics including:
  • First response time
  • Time to resolution
  • CSAT
  • Phone handle time
  • Abandonment rate
  • Chat concurrency and occupancy

• Deliver structured call coaching, QA calibration, and real-time feedback
• Own escalations and provide leadership during high-pressure customer situations

Team Development & Performance Management

• Run structured 1:1s focused on performance, coaching, and career growth
• Set and enforce measurable expectations tied to productivity and quality standards
• Recruit, onboard, and reduce ramp time for new hires
• Build a culture of accountability, continuous improvement, and ownership

Cross-Functional Execution

• Partner with Product, Engineering, Sales, and Success to ensure support readiness for launches and pricing changes
• Surface recurring customer friction and drive root-cause resolution
• Contribute insights that support onboarding performance and long-term expansion readiness

What We’re Looking For:

• 5+ years of experience in SaaS customer support
• 3+ years of people management experience in a high-volume, live support environment
• Deep hands-on experience administering and optimizing Intercom (workflows, routing rules, SLAs, automation, reporting)
• Experience leveraging AI-powered support tools such as Fin to drive measurable improvements in resolution and efficiency
• Demonstrated experience leading a structured phone support environment with defined service level targets
• Proven track record of improving CSAT, response times, and operational KPIs
• Strong analytical skills with comfort using dashboards and performance reporting
• Experience operating in a fast-paced, scaling startup environment
• Strong escalation management and customer de-escalation skills
• High ownership mindset with strong execution discipline

Why This Role Matters:

Support is often the most frequent and immediate touchpoint customers have with Monograph. As we expand our platform and introduce new add-ons, the complexity of support increases.

This role ensures we scale with rigor — strengthening phone operations, optimizing AI-assisted resolution, improving efficiency, and building a high-performance support organization that can grow alongside the business.

Additional Details:

Location: United States (PST strongly preferred)

Salary Range: $80,000 to $90,000

We encourage individuals from underrepresented backgrounds, including women and minorities, to apply. Even if you don’t meet every listed requirement, we still encourage you to apply — we value growth mindset and potential.