Customer Support Manager

Summary

Join Underdog, the fastest-growing sports gaming company, as a Customer Support Manager! Lead and enhance the performance of the customer support team, focusing on both day-to-day operations and long-term growth. Optimize workflows, collaborate with senior leadership, and provide actionable insights to improve customer satisfaction and team efficiency. Drive innovation through data-driven tests and proactively address customer pain points. Oversee risk management, ensuring quick resolution of issues. Work cross-functionally to improve the customer journey and create strategic reports for senior leadership. This role requires 3-5+ years of experience in customer service management and strong leadership skills. Underdog offers a competitive salary, equity, unlimited PTO, parental leave, a home office allowance, and comprehensive benefits.

Requirements

• 3-5+ years of experience in customer service management or a similar role
• Strong leadership and coaching skills, especially in mentoring team leads
• Proven ability to optimize workflows, improve operational efficiency, and implement scalable solutions
• Excellent communication and stakeholder management skills, with the ability to collaborate across multiple departments
• Availability to work weekends to ensure consistent team support

Responsibilities

• Lead and enhance the performance of the customer support team, focusing on both day-to-day operations and long-term growth
• Optimize workflows, collaborate with senior leadership and other departments, and provide actionable insights to improve customer satisfaction and team efficiency
• Drive innovation through data-driven tests and proactively address customer pain points before they escalate
• Oversee the management of risk, including large-scale outages and high-impact customer issues, ensuring quick resolution and identifying patterns to minimize recurring issues
• Work cross-functionally with Product, Operations, Marketing, and CRM teams to improve the overall customer journey
• Create and present strategic reports to senior leadership, translating data into actionable insights

Preferred Qualifications

• Experience with risk management, crisis handling, and compliance-related customer interactions
• Proficiency in customer service tools and technology, including CRM platforms and workforce management systems
• Strong analytical skills with the ability to translate data into strategic insights and recommendations

Benefits

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents