Customer Support Operations Manager
PosterElite, Poway, CA, United States
PosterElite is one of the most trusted names in labor law compliance solutions for the Payroll, HCM, HR, Benefits, and related industries. Through our national network of partners—ranging from technology platforms to service providers—we help businesses navigate ever-changing labor law requirements with confidence.
As compliance becomes increasingly complex, our mission is simple: empower our partners to deliver reliable, scalable compliance solutions to their clients—driving stronger engagement, retention, and long-term growth.
We are a fast-moving team that values ownership, clarity, and continuous improvement in how we operate.
Role Summary
As a Customer Support Manager, you are responsible for owning the day-to-day execution and continuous improvement of the customer support function.
You oversee support operations while building the systems and processes required to operate efficiently at scale. You own day-to-day support execution while partnering closely with the Director of Customer Service to drive priorities and maintain operational consistency.
This is a highly detail-oriented, hands‑on role for someone who is proactive, organized, and comfortable managing a high volume of moving pieces. You will lead through execution, support team development, and build the structure needed to scale support operations effectively.
What You’ll Do
Own and manage the end-to-end ticketing process, including reshipments, returns, order cancellations, compliance questions, refunds, billing issues, bugs, and enhancement requests
Ensure all tickets are triaged, prioritized, and resolved accurately and efficiently, maintaining high standards for quality and responsiveness
Act as the escalation point for complex or sensitive issues, driving resolution while identifying patterns and preventing repeat problemsProactively identify gaps, inconsistencies, and inefficiencies across support workflows and implement improvements to increase speed, clarity, and accuracy
Maintain strong attention to detail across all support interactions, ensuring compliance‑related information and order handling are correct and consistent
Support the development of the Customer Support team by providing guidance, feedback, and day‑to‑day direction, even without direct people management responsibility
Serve as a key partner to the Director of Customer Service, helping manage priorities, absorb operational load, and keep support running smoothly
Collaborate cross‑functionally with Sales, Implementation, Product, and Operations to resolve issues, improve processes, and support new initiatives
Build and maintain SOPs, knowledge base content, and internal documentation to improve team consistency and onboarding
Track and monitor key metrics (response time, resolution time, backlog, escalation trends), using data to drive improvements and surface risks early
What You Bring
Exceptional attention to detail with a track record of maintaining accuracy in fast‑paced, high‑volume environments
Strong proactive mindset—you identify issues early, take initiative, and follow through without needing direction
Hands‑on experience managing ticketing systems and complex support workflows
Ability to manage competing priorities while staying organized and responsive
Clear, direct communicator who works effectively across teams and levels
Strong ownership mentality—you take responsibility for outcomes, not just task completion
Ability to support and guide team members, contributing to team consistency and development
Qualifications
Required
4–8+ years in customer support or service operations
1–3+ years of experience leading or supervising a team
Experience working in B2B or partner‑driven environments
Strong experience with CRM or ticketing systems (e.g., Zoho, Salesforce, Zendesk)
Proven ability to manage escalations and drive issues through to resolution
Preferred
Experience in SaaS, HR, payroll, or compliance‑related environments
Familiarity with subscription‑based services or recurring revenue models
Experience working with small businesses or SMB customers
Exposure to bookkeeping, billing operations, or financial workflows
Experience with QA, testing, or validating system changes and enhancements
Equal Opportunity & Hiring Practices
PosterElite is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees. We welcome and encourage applicants of all backgrounds, identities, and experiences.
Work Authorization
Candidates must be legally authorized to work in the United States. We are not able to sponsor or assume sponsorship of employment visas at this time.
Employment with PosterElite may be contingent upon the successful completion of a background check, conducted in accordance with applicable laws.
Accessibility
If you require reasonable accommodation during the application or interview process, please let us know. We are committed to ensuring all candidates have equitable access.
#J-18808-Ljbffr
As compliance becomes increasingly complex, our mission is simple: empower our partners to deliver reliable, scalable compliance solutions to their clients—driving stronger engagement, retention, and long-term growth.
We are a fast-moving team that values ownership, clarity, and continuous improvement in how we operate.
Role Summary
As a Customer Support Manager, you are responsible for owning the day-to-day execution and continuous improvement of the customer support function.
You oversee support operations while building the systems and processes required to operate efficiently at scale. You own day-to-day support execution while partnering closely with the Director of Customer Service to drive priorities and maintain operational consistency.
This is a highly detail-oriented, hands‑on role for someone who is proactive, organized, and comfortable managing a high volume of moving pieces. You will lead through execution, support team development, and build the structure needed to scale support operations effectively.
What You’ll Do
Own and manage the end-to-end ticketing process, including reshipments, returns, order cancellations, compliance questions, refunds, billing issues, bugs, and enhancement requests
Ensure all tickets are triaged, prioritized, and resolved accurately and efficiently, maintaining high standards for quality and responsiveness
Act as the escalation point for complex or sensitive issues, driving resolution while identifying patterns and preventing repeat problemsProactively identify gaps, inconsistencies, and inefficiencies across support workflows and implement improvements to increase speed, clarity, and accuracy
Maintain strong attention to detail across all support interactions, ensuring compliance‑related information and order handling are correct and consistent
Support the development of the Customer Support team by providing guidance, feedback, and day‑to‑day direction, even without direct people management responsibility
Serve as a key partner to the Director of Customer Service, helping manage priorities, absorb operational load, and keep support running smoothly
Collaborate cross‑functionally with Sales, Implementation, Product, and Operations to resolve issues, improve processes, and support new initiatives
Build and maintain SOPs, knowledge base content, and internal documentation to improve team consistency and onboarding
Track and monitor key metrics (response time, resolution time, backlog, escalation trends), using data to drive improvements and surface risks early
What You Bring
Exceptional attention to detail with a track record of maintaining accuracy in fast‑paced, high‑volume environments
Strong proactive mindset—you identify issues early, take initiative, and follow through without needing direction
Hands‑on experience managing ticketing systems and complex support workflows
Ability to manage competing priorities while staying organized and responsive
Clear, direct communicator who works effectively across teams and levels
Strong ownership mentality—you take responsibility for outcomes, not just task completion
Ability to support and guide team members, contributing to team consistency and development
Qualifications
Required
4–8+ years in customer support or service operations
1–3+ years of experience leading or supervising a team
Experience working in B2B or partner‑driven environments
Strong experience with CRM or ticketing systems (e.g., Zoho, Salesforce, Zendesk)
Proven ability to manage escalations and drive issues through to resolution
Preferred
Experience in SaaS, HR, payroll, or compliance‑related environments
Familiarity with subscription‑based services or recurring revenue models
Experience working with small businesses or SMB customers
Exposure to bookkeeping, billing operations, or financial workflows
Experience with QA, testing, or validating system changes and enhancements
Equal Opportunity & Hiring Practices
PosterElite is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees. We welcome and encourage applicants of all backgrounds, identities, and experiences.
Work Authorization
Candidates must be legally authorized to work in the United States. We are not able to sponsor or assume sponsorship of employment visas at this time.
Employment with PosterElite may be contingent upon the successful completion of a background check, conducted in accordance with applicable laws.
Accessibility
If you require reasonable accommodation during the application or interview process, please let us know. We are committed to ensuring all candidates have equitable access.
#J-18808-Ljbffr