Company Description

About Us
At Hype Tier, we specialize in building powerful connections between brands and their audiences. Our approach combines creativity, strategy, and innovation to deliver memorable experiences that elevate brand visibility and loyalty. We pride ourselves on creating authentic engagement that resonates with diverse communities and drives measurable results.

Job Description

We’re seeking a Customer Support Manager to lead a high-performing team responsible for multi-channel support (email, chat, phone). You’ll own day-to-day operations, coach team leads and agents, analyze performance metrics, and partner with Product, Sales, and Operations to remove friction from the customer journey. Your mission: deliver fast, accurate, and empathetic support while building processes that scale.

Responsibilities

Lead, mentor, and develop support team members, including hiring, onboarding, and performance reviews
Oversee daily queue management and scheduling to meet SLAs and quality targets
Establish and refine processes, playbooks, and knowledge base content
Monitor KPIs (FCR, CSAT, NPS, AHT, backlog) and drive data-informed improvements
Handle escalations and resolve complex issues with a customer-first mindset
Collaborate with Product to surface trends and advocate for user-impacting fixes and features
Implement QA programs, coaching frameworks, and ongoing training initiatives
Own support tooling and workflows; recommend enhancements or new solutions
Report weekly/monthly results and initiatives to leadership

Qualifications

3–5+ years in customer support, including 2+ years managing a frontline team
Proven success meeting or exceeding SLAs and CSAT targets in a fast-paced environment
Experience with ticketing/CRM platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
Strong analytical skills with the ability to translate data into action
Excellent communication, conflict resolution, and stakeholder management skills
Process-oriented, organized, and comfortable driving cross-functional change
Bonus: experience building knowledge bases, launching chat/IVR, or supporting SaaS/e-commerce

Additional Information

Benefits

Competitive salary ($60,000–$65,000) with performance-based bonus eligibility
Health, dental, and vision insurance
Paid time off, paid holidays, and sick leave
401(k) with company match
Professional development stipend and clear growth pathways
Hybrid work flexibility and commuter benefits
Modern tools and supportive, growth-focused leadership

Customer Support Manager

SharpContra