Customer Service Manager

Job Description

At RoobeRah, a fast-growing startup developing B2B software products, we are looking for an experienced Customer Support Manager who can transform customer support from a purely reactive function into a proactive, data-driven, quality-focused, and scalable system.

This role is accountable for ensuring a high-quality B2B customer experience across Robe-Rah. The Customer Support team serves multiple business units within the Robe-Rah ecosystem, and leading this team requires managing competing priorities and stakeholder expectations—from frontline support specialists to senior leadership.

The Customer Support Manager is responsible for leading the team, defining service commitments and performance standards, ensuring consistent execution, and owning the quality of customer experience, team professionalism, and cross-functional alignment.

Key Responsibilities
1. Team Leadership & People Management:
Lead customer support specialists and closely supervise team leads
Define team goals, performance expectations, and key metrics (KPIs & SLAs)
Conduct monthly and quarterly performance reviews and provide constructive feedback
Establish structure, professional conduct, and a strong customer-centric culture
Manage hiring, onboarding, training, and ongoing development of team members

2. Service Commitments & Execution Excellence:
Design and standardize response commitments, communication quality standards, timelines, and workflows
Clearly document responsibilities and expectations to ensure transparency
Continuously monitor execution quality and implement corrective actions when needed
Enforce accountability, work discipline, and professional behavior across the team
Coordinate with team leads to ensure smooth day-to-day operations
Define discount policies within support workflows
Make decisions regarding refunds and customer compensation
Lead the team confidently when handling dissatisfied or escalated customers

3. Operational Planning & Workforce Management:
Plan and manage daily support shifts (24/7 coverage)
Manage team capacity across time zones and forecast operational needs
Provide on-call coverage in exceptional situations
Lead crisis management during ticket spikes or critical product incidents

4. Support Quality & Customer Experience (CX):
Define quality standards for responses and customer communication
Regularly review tickets and conversations for quality assurance
Handle complex complaints and high-level escalations
Monitor customer experience metrics (CSAT, recurring issues, etc.)
Analyze trends and propose improvement initiatives to Customer Care leadership

5. Cross-Functional Collaboration:
Work closely with the Product team to surface recurring customer issues
Coordinate with Engineering, Operations, and Marketing teams to accelerate issue resolution
Deliver analytical reports on customer pain points and their impact on the product
Actively contribute to product and service improvement initiatives

6. Data, Reporting & Performance Management:
Track SLAs, ticket volumes, response quality, resolution speed, and escalation rates
Prepare weekly and monthly performance reports for leadership
Build and maintain management dashboards and analytical reports
Use data to drive decisions and continuously improve support processes

7. Process & Tool Development:
Identify structural gaps and design sustainable solutions
Evaluate, propose, and implement CRM and Helpdesk tools
Automate parts of the support workflow to improve speed and accuracy
Fully document core processes to ensure consistency and scalability

Required Skills & Qualifications:
1. Management Capabilities:
Proven experience leading teams of 8–15 people
Strong ability to establish accountability, discipline, and professional standards
Experience managing team leads and supporting them in operational leadership
Excellent coaching, feedback, and conflict-resolution skills
Ability to manage and resolve conflicts involving senior stakeholders

2. Professional Expertise:
Strong understanding of support metrics, SLAs, and quality standards
Ability to analyze data and produce clear, actionable management reports
Hands-on experience with ticketing systems, CRM tools, and analytics dashboards
Solid understanding of SaaS products and relevant business metrics
Ability to clearly define, own, and deliver on team OKRs
Nice to have: Experience in B2B or startup environments

3. Personal Attributes:
Strong customer-centric mindset balanced with operational realism
Calm, patient, empathetic, yet decisive personality
Structured, system-oriented problem solver
Ability to manage high-pressure situations with minimal friction
Genuine care for team members’ growth, well-being, and performance

Minimum Job Requirements:
At least 4 years of experience in customer support
At least 2 years of experience managing teams
Proven experience leading B2B customer support teams
Strong English communication skills (written and verbal)
Experience managing multi-shift or 24/7 support teams


If the scope, expectations, and level of responsibility of this role align with your interests—and you’re excited about leading a high-performing support team for a high-quality product—we’d be happy to review your application. Please send us your resume; we look forward to speaking with you.