Support Manager

Overview

Play On is seeking an experienced Support Manager to lead and develop a team of customer support specialists who deliver high-quality service through phone, case, and digital support channels. This role is highly people-focused and operational, with accountability for team performance, coaching and development, queue health, and customer experience outcomes. The ideal candidate is a strong people leader with experience managing frontline support teams in a call center or case-based environment, comfortable working in tools like Salesforce, and skilled at balancing team development with day-to-day operational execution.

This role plays a critical part in ensuring consistent service delivery, meeting SLAs, and creating a positive, accountable team culture.

• A well-coached, engaged team with clear expectations and consistent performance.
• Healthy queues and predictable service levels, even during high-volume periods.
• Strong adoption of processes, tooling, and performance standards.
• Team members who feel supported, challenged, and developed.

• Lead, coach, and manage a team of Support Specialists delivering phone- and case-based customer support.
• Drive individual and team performance through regular coaching, feedback, and performance management.
• Develop and execute team development plans focused on skill growth, career progression, and engagement.
• Monitor and manage daily operations, including:
  Case queues and backlog health, Call volume and coverage, SLAs, response times, and customer satisfaction
• Own and track team KPIs such as productivity, quality, CSAT, adherence, and resolution effectiveness.
• Partner with cross-functional teams (Operations, Product, Engineering, Customer Success) to identify trends, escalate issues, and improve support processes.
• Ensure consistent use of Salesforce (or similar CRM) for case management, documentation, and reporting.
• Participate in hiring, onboarding, training, and ramp plans for new team members.
• Build schedules and staffing plans to ensure proper coverage across shifts and peak demand.
• Reinforce company policies, support standards, and expectations consistently and fairly.
• Contribute to continuous improvement initiatives focused on efficiency, quality, and customer experience.

• 4–6 years of experience in customer support or contact center environments.
• 2+ years of experience managing or leading frontline support teams.
• Strong people leadership skills with a proven ability to coach, develop, and hold teams accountable.
• Experience managing support operations using Salesforce or a similar case management platform.
• Comfort working with performance metrics, dashboards, and KPIs to drive decisions.
• Excellent communication skills with the ability to lead through clarity, empathy, and consistency.
• Strong organizational and time-management skills in a fast-paced environment.
• Calm under pressure and capable of leading teams through change.

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
• Growth over Comfort
  - You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
• Fairness over Popularity
  - You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.

Play On is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan,…