Role Overview

We're looking for a remote Customer Support Manager to lead our SMB support team during a critical period of growth. This is a hands-on management role responsible for both day-to-day team operations and helping build the foundation of a scalable support organization. The Customer Support Manager will report directly to the Director of Customer Support and will play a key role in onboarding and developing new team members as we continue to scale.

Key Responsibilities

• Manage the day-to-day operations of the SMB support team, including workload distribution, scheduling, and coverage
• Serve as the primary escalation point for complex SMB customer support issues across hardware and software
• Lead the onboarding and training of new Customer Support Specialists as the team scales
• Coach team members on best practices, quality standards, and customer communication
• Collaborate with the Director of Customer Support to develop and refine support workflows, escalation paths, and team processes
• Partner with cross-functional teams including Engineering, Operations, and Sales to resolve escalations and surface customer trends
• Create and maintain internal training materials, knowledge resources, and support documentation
• Contribute to building a high-performing, customer-first team culture

Qualifications

• 3-5+ years of experience in customer support or customer operations, including at least 1-2 years in a supervisory or management role
• Experience supporting SMB customers in a B2B environment
• Experience supporting hardware and/or software products preferred
• Proven ability to coach, develop, and motivate frontline support teams
• Strong organizational skills with the ability to manage scheduling, queues, and competing priorities
• Collaborative, proactive, and comfortable working in a fast-paced, customer-first environment
• Excellent written and verbal communication skills
• Available to work nights and weekends based on event needs
• Industry experience in streaming, sports, or tech strongly preferred

Expected Compensation: The anticipated base salary range for a new hire into this position is $85,000 - $90,000. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

Benefits and Perks:

• Competitive Compensation
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role, you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application.