Customer Support Manager

Proudly voted a Great Place to Work®, we are a dynamic startup in the CPaaS (Communication Platform as a Service) space that is revolutionizing the way businesses communicate. Our team is made up of 400+ energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

At Unifonic, our Client Services team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.

As a Customer Support Manager, you will be responsible for driving operational excellence and customer satisfaction in our fast-evolving environment. The purpose of this role is to lead, grow, and continuously optimize our customer support function, ensuring every client receives exceptional, timely, and data-driven service. You will act as the bridge between customers, operations, and all internal stakeholders, building a responsive and scalable support model that aligns with our business goals. Whether you’re a rising support professional stepping into leadership or an experienced manager ready to scale teams, you’ll shape how we deliver success to Unifonic customers.

Help us shape the future of communications by:

• Achieving and exceeding operational KPIs (SLA, CSAT, MTTR, FRT, FCR, Backlog, Cost Per Case). 

• Mentoring and scaling a capable, motivated, and customer-obsessed support team. 

• Reducing escalations, improving customer retention, and embedding a culture of continuous improvement. 

• Driving close collaboration with Product, Engineering, and Customer Success to improve product quality and customer experience. 

• Implementing scalable processes, automation, and data-driven dashboards to support rapid company growth. 

• Leading, coaching, and managing the Customer Support team 

• Defining and owning support KPIs (SLA, FRT, FCR, CSAT, AHT, CRT, Backlog, Escalation rates, Optimization %) and ensuring consistent achievement 

• Overseeing day-to-day operations, queue management, workload distribution, and quality assurance 

• Developing, implementing, and documenting support workflows, escalation procedures, and knowledge base articles 

• Driving process improvements to enhance efficiency, reduce costs, and improve the customer experience 

• Managing escalations and act as the point of contact for critical customer incidents, coordinating with Product, Engineering, and Customer Success 

• Utilizing analytics and reporting to identify trends, track team performance, and recommend operational enhancements 

• Partnering with Product and Engineering teams to communicate customer pain points, feature gaps, and recurring issues 

• Developing training, onboarding, and continuous learning programs for team members 

• Leading initiatives in automation, AI-assisted support, or self-service to increase speed and scale 

• Planning and managing support staffing, shifts, and budget in line with growth projections 

• Championing customer-centric culture, ensuring every interaction reinforces trust, empathy, and professionalism 

• Reporting regularly to senior leadership on support performance, risk, and strategic improvement plans 

• Ensuring compliance with company policies and data protection standards