Customer Service Support Manager

As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide in building high-performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations.
We are currently hiring on behalf of Dysolve, a U.S.

-based, technology-driven company operating at the intersection of education and healthcare. Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence-based approaches.

This role offers a unique opportunity to work within a mission-driven education and healthcare environment while being employed and supported by Adlecta's global team.

Role Overview   The Customer Support Manager is responsible for leading, developing, and overseeing the customer support function supporting Dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight-gathering objectives.
The manager acts as a key link between frontline support agents, Adlecta leadership, and Dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform marketing research and product development.

Work Schedule & Location    Full-time, remote position
Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
Must be available to work during U.S. business hours

Key Responsibilities Team Leadership & Performance    Lead, coach, and manage a team of Customer Experience Specialists.
Oversee onboarding, training, and continuous development of support agents.
Monitor individual and team KPIs, including CSAT, response times, resolution rates, sales, retention, and feedback collection metrics.
Conduct regular performance reviews, feedback sessions, and improvement plans.
Foster a culture of empathy, accountability, precision, and professionalism.

Operations & Quality Assurance    Ensure all customer interactions strictly follow approved scripts, policies, procedures, and compliance standards.
Review calls, emails, chats, and CRM records to ensure accuracy, tone, and adherence to guidelines.
Support agents in handling complex, sensitive, or escalated customer cases.
Identify recurring issues, quality gaps, or training needs and implement corrective actions.
Ensure complete, accurate, and timely documentation in Salesforce and related systems.

Customer Feedback, Insights & Research    Establish clear processes for customer support agents to actively gather, document, and categorize customer feedback during interactions.
Ensure customer insights related to user experience, objections, unmet needs, and feature requests are consistently captured.
Collaborate with marketing and product teams to transform customer feedback into actionable insights for marketing research, messaging refinement, and product improvement.
Address gaps where feedback collection has been previously underutilized or neglected, ensuring it becomes a core responsibility of the support function.

Process Improvement & Reporting    Continuously improve support workflows, escalation paths, QA processes, and internal documentation.
Collaborate with Adlecta leadership and Dysolve teams to refine KPIs and SLAs.
Prepare and present regular performance, quality, retention, and customer insight reports.
Act as the voice of the customer by sharing trends, pain points, and improvement opportunities with cross-functional teams.

Customer Experience & Retention    Ensure high-quality handling of technical, billing, service, and account-related issues.
Guide agents in applying retention strategies and approved incentives when appropriate.
Maintain the highest standards of confidentiality, data security, and precision of language in a regulated environment.
Ensure consistent, empathetic, and professional communication across all customer touchpoints.

Requirements    Proven experience as a Customer Support Manager, Team Lead, or Supervisor.
Strong background in customer service, support operations, sales, retention, or customer experience management.
Native-level English (spoken and written).
Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., Talk Desk or similar).
Strong leadership, coaching, and conflict-resolution skills.
Highly organized, detail-oriented, and process-driven.
Ability to work in sensitive, compliance-focused environments such as education or healthcare.
Analytical mindset with the ability to leverage data and KPIs to drive performance and improvements.
Comfortable working in a fast-paced, evolving environment.

Nice to Have    Experience in education, healthcare, mental health, or other regulated industries.
Experience building or scaling…