Customer Support Manager

Remote USA

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The Customer Support Manager is a leader and mentor, bringing together a team of support specialists who are tasked with creating positive customer experiences and promote exceptional customer satisfaction. This role will model our culture of providing a customer experience that is Easy, Smart and Human. Leading a team to ensure that the customer is at the heart of all we do and inspiring employees to engage in this process. The Customer Support Manager will also be responsible for understanding metrics, assist in the implementation of strategic goals and act as the voice of the customer, passing along feedback to other departments to better the product experience.



  • Create high performance environment for team members
  • Manage all aspects of direct staff (onboarding, performance, merit, warnings), development and recruitment
  • Coaching direct reports through one on ones to meet their personal and professional goals
  • Analyzing and interpreting call center reports, managing resources to meet team KPIs
  • Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product
  • Proactively communicate trends and internal and external pain points based on data analysis
  • Evaluating processes for continuous improvement and coordinating for betterment of the process
  • Manage escalations from internal and external sources
  • Proactively communicate key challenges, priorities, staff changes or requirements to your leader in a timely manner

Skills & Requirements

  • 5-10 years’ experience in Customer Support is required
  • 3 years; experience as a team lead or Sr. Customer Support Representative
  • Experience with Salesforce or a similar ticketing system preferred
  • Post graduate education is preferred but not required
  • Experience in working in a SaaS type company is preferred but not required
  • Previous experience managing a downline with multiple Team Leads and multiple products preferred
  • Advanced analytical skills
  • Advanced coaching, development and listening skills

About Lone Wolf Technologies

At Lone Wolf Technologies, we believe that when we work together we can build solutions that really make a difference in our clients’ lives and in the real estate industry. This is why we have created the industry’s leading real estate software to help our clients focus on achieving their goals by providing them with a complete enterprise solution.

In the ever changing world of real estate technology, we believe that our success comes from embracing our employees’ diverse skill sets and by developing and leveraging our client relationships.

We’ve become the largest real estate software company in North America. Our products provide our client’s with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature rich, fully integrated windows and web based software solutions.

At Lone Wolf Technologies, we are an equal opportunity employer that is committed to inclusion and diversity. We hire and attract candidates from all backgrounds regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and ensure that we will not discriminate on these basis. Please note that accommodations are available on request for candidates taking part in all aspects of the selection process. If you do require accommodations, please contact the Human Resources Department at Lone Wolf Technologies by calling 1-866-CRY-WOLF (1-866-279-9653) or emailing