Job Summary:

The Idelic Customer Support team is dedicated to delivering outstanding service when customers reach out with product questions or technical issues. Our mission is to ensure customers feel heard, supported, and valued through empathetic communication and timely, innovative solutions.

As a Customer Care Manager at Idelic, you will play a dual role, both leading and actively participating on the front lines of customer support. You’ll guide a team of support specialists, while also personally engaging with customers by answering tickets and addressing issues firsthand. Your role will involve fostering team skill development, managing escalations, and driving strategic projects that shape the future of Idelic Support. We are looking for individuals who are passionate about safety, thrive in people management, and approach complex issues with tact and grace.

The ideal candidate is a hands-on leader with experience at a SaaS company, committed to providing empathetic, timely support, inspiring their team, and excelling in a collaborative, remote environment.

Primary Duties:

Lead, Manage, and Directly Support Customer Support Operations – 35%

Oversee and actively participate in the daily operations of the support team. In addition to managing key metrics (such as customer satisfaction, response time, and resolution time), engage directly with customers by handling tickets, providing timely solutions, and ensuring consistent, high-quality support.

Drive Strategic Initiatives and Cross-Functional Collaboration – 25%

Lead initiatives within the support team to improve processes and collaborate with departments (Product, Engineering, Customer Success, Sales) to enhance the overall customer experience. Act as a bridge between customer insights and product development by sharing feedback from direct interactions.

Manage Escalated Issues and Customer Relations – 20%

Serve as the escalation point for complex customer issues, personally addressing high-priority cases alongside Support and Executive leadership teams. Cultivate strong customer relationships through hands-on support, ensuring customer satisfaction and loyalty.

Develop, Coach, and Build a High-Performing Team – 15%

Hire, train, and mentor support team members, fostering an environment of continuous growth and improvement. Lead by example by engaging in direct customer interactions, setting a high standard for quality and responsiveness.

Plan and Optimize Team Capacity – 5%

Create and maintain a scalable capacity plan for the team to ensure adequate support coverage and accommodate future growth.

*This represents only the primary duties and is not inclusive of every aspect of the role.  Other duties as assigned may also apply.

% Travel required: <5%

Education:

• Bachelor’s Degree Optional

Skills and Experience:

• 3-5 years of experience in customer support at a SaaS company, with a proven track record of leading successful support initiatives while actively engaging in frontline support.
• Strong customer orientation with the flexibility to adapt and respond to various customer needs and personalities, along with hands-on experience in high-volume ticket handling.
• Exceptional communication and interpersonal skills, with the ability to relate to customers directly and set a standard of excellence for the team.
• Proficiency in customer support tools (e.g., Freshdesk, Salesforce), and the ability to effectively manage support workflows from both a managerial and participant perspective.

Optional:

• 1-2 years of experience in customer support management
• Knowledge of customer support tools such as ticketing (Freshdesk), in-app communication (WalkMe or ChurnZero), knowledge base (Freshdesk), and CRM (Salesforce, ChurnZero).
• Prior experience in the transportation industry

Frontline Leadership Responsibilities:

• Leads by Example and Champions Idelic’s Core Values
  Embodies Idelic's core values by directly engaging with customers and demonstrating high standards in communication and problem-solving. Sets an example of accountability, collaboration, and empathy in every customer interaction, inspiring the team to follow suit.
• Oversees Daily Operations and Actively Engages in Customer Support
  Manages day-to-day support operations while remaining on the front lines, handling tickets alongside team members. Conducts regular one-on-ones to foster a cohesive, results-driven team and stays attuned to real-time support needs to drive continuous improvement.
• Translates Corporate Objectives into Frontline Action
  Aligns team activities with corporate goals by setting clear, actionable objectives for both the team and individual contributors. Continuously monitors progress and provides direct feedback, ensuring that team efforts meet business objectives while staying responsive to customer needs.
• Coaches and Develops Talent Through Hands-On Support
  Actively assesses team skills through frontline interactions and direct feedback. Coaches team members with real-time insights, skill evaluations, and regular feedback. Quickly identifies and addresses performance issues through hands-on guidance and constructive action, building a talented, diverse, and adaptable team.
• Effectively Manages Conflict and Prioritizes Team Cohesion
  Navigates conflict by actively participating in the support process, ensuring resolutions that benefit both customers and the Idelic team. Approaches challenges with a focus on the greater good, fostering a collaborative environment and leading the team with resilience and empathy.
• Promotes Curiosity and Continuous Improvement
  Encourages a culture of curiosity and growth by challenging the team to find innovative solutions through firsthand experience. Continuously seeks to improve support processes and recognizes when new approaches are needed, involving the team in developing forward-thinking solutions.
• Communicates Clearly and Thoughtfully
  Sets a standard of open, clear communication by actively listening to customers and team members alike. Engages the team with thought-provoking questions and fosters an inclusive environment where everyone is encouraged to contribute ideas and perspectives.
• Manages and Optimizes Customer-Facing Support Resources
  Oversees the creation, maintenance, and effectiveness of support resources, including knowledge base articles, the customer success center, in-app messaging, and product update notifications. Ensures these resources are accurate, accessible, and aligned with customer needs, enhancing self-service options and empowering customers to find solutions independently. 

Core Values:

• Be Empowered: Our best work happens when we’re trusted to solve big challenges, make bold decisions, and share new ideas.  We empower ourselves and our teammates to take action, give feedback and support, and help one another grow.
• Own It: Our collective ownership in the company means that our work matters.  We strive for quality, efficiency, and creativity, and expect execution and accountability.  We see things through to the end and we own every result.
• Enjoy the Ride: Our culture was built around finding ways to enjoy the time we spend working with one another.  We will always lift each other up when challenges arise and celebrate our successes as #oneteam
• Move Fast: We work with a sense of urgency, which requires us to be innovative, ambitious, and efficient.  We always act promptly with intention and purpose without ever sacrificing quality.
• Be #OneTeam: Our dedication to collaboration requires a commitment to bringing together various viewpoints and experiences.  We listen intently, share openly, and ask for feedback to ensure our collective efforts create the highest quality.

Typical Physical Demands and Working Conditions

The physical demands that are described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to hear and see. The employee is regularly required to stand and sit.  The employee is regularly required to practice manual dexterity sufficient to operate standard office equipment. Specific vision abilities required by this job include close vision and distant vision. While performing the duties of this job, the employee is exposed to standard office equipment. Occasionally called upon to work hours in excess of the normal daily schedule.