Customer Service Manager

Summary

Join doola as our Customer Service Manager and build a world-class support function that drives customer success and business growth. You will lead and manage a team, define and monitor key support metrics, and partner with other departments to resolve customer issues. This role involves designing and optimizing support systems, building training frameworks, and maintaining a proactive support model. You will need 5+ years of experience in customer service, with 3+ years in management, and proven analytical skills. The ideal candidate will have experience scaling support operations in startups and proficiency with support platforms. Doola offers a competitive compensation package and opportunities for growth.

Requirements

• 5+ years of experience in customer service or support, with 3+ years in a management role overseeing teams and leads
• Proven ability to analyze service metrics and operational data to inform strategic improvements
• Strong leadership, coaching, and people development skills with a passion for building high-performing teams
• Experience scaling support operations in startups or high-growth environments
• Proficiency with support platforms such as Hubspot, Zendesk, Intercom, Salesforce, or similar CRM tools
• Exceptional communication and collaboration skills, both cross-functionally and within the team
• A customer-first mindset with a genuine desire to improve user experience and build trust

Responsibilities

• Lead and manage the customer service team, including team leads and support agents, to ensure high performance, accountability, and morale
• Define and monitor key support metrics (SLA, CSAT, FRT, ticket backlog, AHT, etc.), using data to continuously improve service quality and efficiency
• Partner with Operations, Product, and Engineering to surface customer insights and drive resolution of recurring pain points
• Design and optimize support systems, tools, documentation, and automations to handle increasing complexity as doola grows
• Build robust training, QA, and career development frameworks to elevate the team's performance and growth
• Maintain a proactive, scalable support model by identifying bottlenecks and forecasting future headcount or tooling needs
• Represent the voice of the customer in strategic planning and process discussions

Preferred Qualifications

• Experience working in international, remote-first teams
• Familiarity with startup incorporation, banking, legal, or financial technology sectors
• Experience implementing knowledge bases, support automation, or AI-enhanced tools
• Track record of successful support operations redesign or CRM migrations/implementations
• Background in process improvement methodologies (e.g., Six Sigma, Lean)

Benefits

• Opportunity to work with a dynamic and innovative company at the forefront of the industry
• Collaborative and supportive team environment with opportunities for growth and development
• Competitive compensation package with insane opportunity for growth