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.
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
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