Customer Support Manager

About Bellhop Bellhop is one of the fastest-growing companies in the $30B moving market and is on a crusade to transform the industry into a space that's more trustworthy, reliable, and fun. We do this by combining our first-to-industry tech-enabled logistics management platform with an outstanding crew of movers and drivers to deliver a more enjoyable experience. We have a heart for delivering outstanding customer service in a space that's known for letting you down - and we do that one high five move at a time. About The Role Core to our ability to deliver on our promise to “Change the Way We Move” is our ability to effectively and efficiently support our customers and Pros in their time of need: before, during, and after move day. We are seeking a Customer Support Manager to lead and optimize our support and order fulfillment operations. This role is ideal for a results-driven professional with a passion for delivering excellent customer experiences, managing vendor relationships, and driving continuous process improvements. You will be responsible for monitoring key performance indicators (KPIs), enhancing operational workflows, and ensuring our customer support team delivers high-quality service. What You'll DoTeam Management & Vendor Oversight

• Manage day-to-day operations of an outsourced customer support team, ensuring alignment with company standards and expectations.
• Act as the primary liaison between the company and the BPO/vendor, ensuring performance meets service level agreements (SLAs).
• Conduct regular coaching, training, and performance reviews with vendor team leads to maintain high-quality customer interactions.

KPI Monitoring & Reporting

• Track, analyze, and report on key performance metrics (CSAT, FRT, AHT, resolution rate, etc.), identifying trends and areas for improvement.
• Provide regular updates to leadership, offering data-driven insights and recommendations for optimizing support operations.
• Implement quality assurance programs to monitor customer interactions and ensure consistency in service.

Process Improvement & Operational Excellence

• Identify inefficiencies in current support workflows and implement strategies to enhance productivity and customer satisfaction.
• Collaborate with cross-functional teams (Product, Engineering, CX) to advocate for customer needs and optimize self-service tools.
• Develop and maintain internal documentation, SOPs, and training materials to ensure standardization and scalability.
• Collaborate with Market Operations to optimize order fulfillment procedures, and manage through our BPO partner to ensure consistent, timely achievement of order fulfillment SLAs.

Customer Experience Enhancement

• Become an expert in the moving industry, and use that expert knowledge to advocate for a best in class customer experience
• Collaborate with other teams such as Customer Support, Marketing, Sales, and Market Operations to resolve emergent service issues and translate learnings into process improvements.
• Drive initiatives to improve self-service options (help centers, chatbots, automation) to reduce ticket volume and enhance customer satisfaction.
• Foster a customer-first culture within the support team by developing engagement and training programs.
• Manage and own customer escalations from priority customers and Partner accounts as needed.

Core KPIs Of The Role

• CSAT
• SLA achievement by channel: Call Wait Time, Full Resolution Time, First Reply Time
• Discount rate

QualificationsRequired Qualifications:

• 4–7 years of experience in customer support management, preferably with outsourced teams.
• Proven track record of managing customer service KPIs and driving performance improvements.
• Experience with support tools and CRM platforms (Zendesk strongly preferred).
• Strong analytical skills with the ability to interpret data and present actionable insights.
• Process-oriented mindset with a passion for operational excellence and continuous improvement.
• Excellent communication and leadership skills, with the ability to work cross-functionally and influence stakeholders.
• Demonstrated ability to work in a fast paced and highly collaborative role in a logistically-focused space.
• Experience managing a team of offshore Customer Support Agents through a BPO: identifying training and coaching opportunities, and offering strategies and tactics to drive towards individual and team targets.

Preferred Qualifications

• Experience in SaaS, e-commerce, or tech-enabled service industries.
• Familiarity with AI-driven support tools and automation strategies.
• Strong project management skills and ability to drive forward multiple concurrent workstreams.
• SQL proficiency

The Pay Range For This Role Is 75,000 - 90,000 USD per year(Remote - United States)