Manager, Customer Support

Location: Hometown

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* Location:

**** Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extra curricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless - so schools can focus on what truly matters: creating lasting impact in their hometowns.

**** Role

Summary:

***** Lead, coach, and develop customer support teams, consisting of representatives across both client and fan support teams.
* Demonstrate people leadership and model best practices for quality and responsiveness, while also being unafraid to roll up their sleeves when necessary to support the team
* Own performance management including goal setting, regular one-on-ones, feedback, and performance improvement when needed.
* Build and manage quality tracking programs such as ticket reviews and interaction audits, with clear coaching follow-up.
* Define, track, and report on core support KPIs including response times, resolution times, backlog health, CSAT, and escalation trends.
* Experience with support automation and AI-driven tooling, paired with a willingness to experiment, learn quickly, and refine processes based on real-world results.
* Use data and trends to identify issues, improve performance, and drive better outcomes.
* Continuously identify process gaps and inefficiencies and implement improvements that scale the team and reduce friction.
* Ensure consistent and accurate use of Salesforce for case management, reporting, and documentation.
* Manage day-to-day support operations including queue health, coverage, and escalations.
* Partner closely with Customer Success, Product, Engineering, and Operations teams to improve the customer experience.
* Lead and support a distributed support team, support vendors, and contractors, ensuring alignment, performance standards, and strong communication.
* Manage support across multiple channels including chat, SMS, email, and phone while maintaining consistent quality and customer experience.
* Plan and adjust staffing, workflows, and priorities to scale support capacity up and down during peak and off-peak seasons.
* Bachelor’s degree or equivalent practical experience.
* Five to eight years of experience in customer support, customer success, or a related customer-facing role.
* Two to four years of experience leading, mentoring, or managing others in a support environment, with experience managing 5-10+ people.
* Hands-on experience working in Salesforce for case management and reporting.
* Experience working in a fast-paced, growing, or scaling organization.
* Strong organizational and time management skills with the ability to manage multiple priorities, queues, and initiatives simultaneously.
* Exceptional communication and interpersonal skills with a customer-focused mindset.
* An ownership mentality that is proactive, reliable, and results-driven.
* Experience mentoring, coaching, or developing others with the ability to inspire growth and accountability.
* Adaptability to a fast-paced, evolving support environment with changing priorities and workflows.
* Confidence leading team meetings, presenting ideas, and facilitating group discussions or training sessions.
* Experience with Intercom Customer Support Platform
* Comfortable working extended hours as needed to support national client base and seasonality
* Strong people leadership skills with a genuine interest in coaching and developing others.
* High-energy, engaging leadership style with a passion for motivating and developing support professionals.
* Comfort providing direct feedback and holding team members accountable.
* Data-driven mindset with the ability to turn metrics into action.
* Process-oriented and motivated to improve how work gets done.
* Clear and confident written and verbal communication skills.
* Calm and decisive during escalations or high-volume periods.
* Curious, proactive, and eager to grow into a senior support leader.
* Willingness to roll up sleeves and support the team when needed.
* Flexible PTO with no annual maximum.
* 11 holidays and extended winter break.
* 401(k) - up to 4% match.
* Medical, dental, and vision insurance plans offered.
* Employer HSA contribution.
* Opportunities for virtual and in-person collaboration/social events.
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