Customer Support Manager

We run state-approved online courses in traffic school, drivers ed, mature driver, and co-parenting education for students across California, Texas, Nevada, Virginia, and other states. We are a small, profitable, owner-operated company. All customer contact runs through a single Intercom workspace covering several brands, with chat, email, and phone in one place.

Our team is four remote agents in the Philippines plus one person in our US office handling phone and certificate mailing. Several have been with us for years and know our edge cases better than anyone. What they have never had is a manager, a set of standards, or any data on their own performance. We are hiring someone to own that. This is a real management role with authority over the support team and the Intercom workspace, reporting to the owner.

Your first 90 days

Start by instrumenting the operation. Validate what Intercom already tells us on volume, response and resolution times, abandon rate, and CSAT, then fill the biggest gap: we do not know what customers contact us about most often, and that answer drives everything downstream. Benchmark us against industry standards, run a time study on how the team spends its hours, meet everyone, and deliver a written diagnosis before changing anything.

From there, take over Intercom administration completely, publish support KPIs, rebuild the schedule against the real volume curve, and run a quality review cadence against a scorecard you define, with specific agents held to the standard.

By day 90 we want measurable gains on response time and CSAT, a macro library rebuilt from real contact reason data with proper ownership around it, workflows and after-hours routing fixed, the AI agent absorbing our most repetitive questions, a help center covering the top ten contact reasons in English and Spanish, and our support processes finally documented.

What we are looking for

Deep hands-on Intercom administration is the hard requirement. Not using the inbox as an agent, but owning a workspace: workflows, macros, help center, AI agent or Fin, CSAT surveys, phone routing, and custom reporting. Ours is cobbled together and needs a rebuild. We will ask specifics.

You should have managed a small remote support team before, ideally including agents in the Philippines. You will inherit long-tenured people who have been self-managing for years, and improving how they work without discarding what they know is much of the job.

You should be comfortable with numbers, since most of this role is measuring what nobody has measured and then arguing from that data. Excellent written English is essential. You will need meaningful overlap with Philippine business hours and enough with US Pacific to reach us.

Spanish and experience in compliance-heavy consumer services are both a plus, neither required. This is an ongoing engagement rather than a project, and a confidentiality agreement is required before you start since the role involves access to student records.