The Customer Service Manager will lead the support team, define key metrics, optimize support operations, and ensure customer satisfaction through effective team management and strategic planning.
About doola
doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.
About the Role
As our Customer Service Manager, you’ll play a pivotal role in building a world-class support function that not only resolves issues but also drives long-term customer success and business growth.
You’ll manage a team of support leads and agents, own key support metrics, and ensure our customers receive fast, thoughtful, and empowering service. This is both a strategic and hands-on role—you’ll design systems that scale while actively coaching and uplifting the team.
Key responsibilities
- Lead and manage the customer service team, including team leads and support agents, to ensure high performance, accountability, and morale.
- Define and monitor key support metrics (SLA, CSAT, FRT, ticket backlog, AHT, etc.), using data to continuously improve service quality and efficiency.
- Partner with Operations, Product, and Engineering to surface customer insights and drive resolution of recurring pain points.
- Design and optimize support systems, tools, documentation, and automations to handle increasing complexity as doola grows.
- Build robust training, QA, and career development frameworks to elevate the team's performance and growth.
- Maintain a proactive, scalable support model by identifying bottlenecks and forecasting future headcount or tooling needs.
- Represent the voice of the customer in strategic planning and process discussions.
Skills and qualifications
- 5+ years of experience in customer service or support, with 3+ years in a management role overseeing teams and leads.
- Proven ability to analyze service metrics and operational data to inform strategic improvements.
- Strong leadership, coaching, and people development skills with a passion for building high-performing teams.
- Experience scaling support operations in startups or high-growth environments.
- Proficiency with support platforms such as Hubspot, Zendesk, Intercom, Salesforce, or similar CRM tools.
- Exceptional communication and collaboration skills, both cross-functionally and within the team.
- A customer-first mindset with a genuine desire to improve user experience and build trust.
Bonus qualifications
- Experience working in international, remote-first teams.
- Familiarity with startup incorporation, banking, legal, or financial technology sectors.
- Experience implementing knowledge bases, support automation, or AI-enhanced tools.
- Track record of successful support operations redesign or CRM migrations/implementations.
- Background in process improvement methodologies (e.g., Six Sigma, Lean).
Why join us
• Opportunity to work with a dynamic and innovative company at the forefront of the industry.
• Collaborative and supportive team environment with opportunities for growth and development.
• Competitive compensation package with insane opportunity for growth.
Our values and non-values
• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.
• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/
If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.
doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
Hubspot
Intercom
Salesforce
Zendesk
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