The Customer Support Manager will lead the support team, improve customer experience, manage workflows using data, and handle escalations effectively.
This is a remote position.
Customer Support Manager
Why Join maids.cc?
Why Join maids.cc?
We're not a typical call center. We operate at scale, powered by systems and Al. With 25,000+ employees and zero tolerance for inefficiencies, we focus on building processes that deliver speed, consistency, and quality.
What You'll Do
• Lead and manage the Customer Support team (performance, KPls, quality)
• Own customer experience across all channels (chat, calls, email)
• Identify bottlenecks and improve workflows using data
• Work closely with Tech & Al teams to automate and optimize support
• Handle escalations and ensure fast, effective resolution
• Monitor and improve CSAT, response time, and resolution rates
• Train, coach, and develop team leaders and agents
• Build systems, not dependencies on individuals
What We're Looking For
• Strong leadership experience in customer support / call center
• Data-driven mindset (you make decisions based on numbers, not opinions)
• Experience managing large teams in fast-paced environments
• Problem-solver who can simplify complexity
• Strong communication and escalation handling skills
• Comfortable working with systems, tools, and automation
• Fluent in English (Arabic is a plus)
• Strong leadership experience in customer support / call center
• Data-driven mindset (you make decisions based on numbers, not opinions)
• Experience managing large teams in fast-paced environments
• Problem-solver who can simplify complexity
• Strong communication and escalation handling skills
• Comfortable working with systems, tools, and automation
• Fluent in English (Arabic is a plus)
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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