Job boardVista Social

Customer Support Manager

Work location: USA, Canada, Mexico, Brazil, Guatemala, Argentina
Work arrangement: Remote
Salary: USD $50,000 per annum
Skills:
Customer Success Manager (SaaS)
Attention to Detail (Textual)
Critical Thinking
Motivation
Leadership & People Management

Vista Social is hiring a Customer Support Manager who enjoys solving problems, helping people grow, and staying active in support work. This role is hands-on. You’ll spend time in the ticket queue each month, while also leading support agents, improving workflows, and helping customers get the help they need.

We’re a small team, so you won’t be managing from the sidelines. This role is for someone who wants to lead by example, support others, and build something that works well for both the team and our customers.

Responsibilities

  • Respond to a monthly quota of support tickets

  • Coach and support agents and team leads through regular feedback and skill-building

  • Track team performance using KPIs such as CSAT, response time, resolution time, and audit scores

  • Handle customer escalations and follow through on complex issues

  • Review and improve support processes to make them more efficient and scalable

  • Help recruit and retain top-performing team members

  • Plan schedules and team availability for email and live support

  • Review churn feedback to spot patterns and inform product updates

  • Share customer feedback with product, marketing, and engineering

  • Keep internal documentation and training up to date

What We’re Looking For

  • 5+ years working in customer support, with at least 2 years managing a team

  • Strong writing and communication skills in English

  • Confidence working directly with customers and software tools

  • Familiar with platforms like Zendesk, Slack, Trello, Loom, and similar tools

  • Willing to work independently and take ownership of team results

  • Someone who cares about doing great work and helping others do the same

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This application includes an assessment as the first step