Customer Support Team Manager

Hiring Location
This is a
remote
position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec

About Phorest
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that's one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity
We are looking for an experienced, client-focused, and metrics-driven Customer Support Team Manager to lead our North American Support Team. This role is perfect for someone who takes pride in developing high-performing teams and measures their success by the growth and achievements of those they lead.

You will play a critical role in ensuring our customers receive exceptional support while driving operational efficiency and team performance. This position requires a high level of empathy, patience, and adaptability, as well as the ability to implement new processes and systems to improve our service levels.

What You'll Do

• Lead and develop a high-performing team of support agents, providing regular feedback, coaching, and conducting 1:1s to optimize individual and team performance.
• Ensure the team meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency.
• Manage critical escalations, serving as the primary point of contact within the region while collaborating with global stakeholders to resolve issues quickly and effectively.
• Monitor team capacity and proactively identify hiring needs, working closely with our Talent Partner to attract top talent.
• Drive continuous learning and development by onboarding new hires and delivering ongoing training to ensure the team has the knowledge to best support our customers.
• Act as a subject matter expert on our salon management software, supporting the team and clients with product-related queries.
• Engage with senior leadership by providing insights on team performance, customer satisfaction, and strategic opportunities for efficiency improvements.
• Support the team hands-on as needed, taking ownership of complex client queries, investigating technical issues, and ensuring timely resolution.
• Collaborate with global teams to implement new processes and systems across the region.

Who You Are

• Customer-obsessed – you put the client at the centre of every decision.
• A natural leader – you thrive on mentoring, coaching, and driving team success.
• A problem-solver – you approach challenges with a solutions-focused mindset.
• An exceptional communicator – you have strong verbal and written communication skills and are comfortable presenting in group settings.
• Data-driven – you understand KPIs and leverage data to implement positive change.
• Decisive and confident – you make informed decisions, even when they are challenging.
• Handling queries - at an L2 level and above

What You Bring

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.
• 5+ years of direct customer-facing experience.
• 3+ years of experience managing a technical team of 10+ people in a support function.
• Strong knowledge of both Mac and Windows operating systems.
• Experience working with small business owners and a passion for helping them succeed.
• Hands-on experience with POS software.
• Proficiency with Zendesk, Slack, Jira, and Notion.
• Ability to work in a quiet, distraction-free environment during shifts.
• Experience collaborating with Product & Development teams is a plus.
• Background in internal training and team development is advantageous.
• Experience working with premium and high-value clients is highly valued.