Customer Support Manager
Salary: $90–120K/Yr
Remote
Full-time
We're looking for a Customer Support Manager to build and lead Vokabl's support function. You'll be the voice of the customer internally, ensuring every learner and tutor has an outstanding experience. You'll establish support processes, manage tooling, and work closely with product and operations to resolve issues quickly and systematically.
Responsibilities
- Own the end-to-end customer support experience for students and tutors.
- Respond to and resolve support tickets across email, chat, and social channels.
- Build and maintain a knowledge base, FAQs, and self-service resources.
- Identify recurring issues and work with product/engineering to fix root causes.
- Track support metrics (CSAT, first response time, resolution time) and report regularly.
- Hire and train support team members as we scale.
Requirements
- 3+ years of customer support experience, with at least 1 year in a management or lead role.
- Experience with support tooling (Intercom, Zendesk, Freshdesk, or similar).
- Strong empathy and communication skills — written and verbal.
- Ability to stay calm under pressure and de-escalate difficult situations.
- Data-driven mindset — comfortable setting targets and measuring performance.
- Organised and process-oriented with an eye for scalable systems.
Nice to Have
- Experience in edtech, marketplace, or subscription businesses.
- Multilingual skills — especially German, Arabic, or Spanish.
- Experience building a support function from scratch.
- Familiarity with GDPR and data handling best practices.