Customer Support Manager, Gradient Comfort

• 4+ years of experience in customer support or customer operations
• 2+ years of experience managing customer support agents or similar individual contributors
• Deep, hands-on experience administering and optimizing Zendesk in a production environment
• Proven experience building scalable workflows, automations, and reporting within Zendesk
• Strong analytical skills with the ability to translate data into operational improvements
• Excellent communication, coaching, and cross-functional collaboration skills

Desirable

• We are seeking an experienced Customer Support Manager with deep expertise in Zendesk to lead our customer support team and scale a high-quality, efficient support operation.
• This role owns the day-to-day management of customer support agents while designing and executing a support strategy that leverages Zendesk to deliver exceptional customer experiences—without adding unnecessary headcount
• This role requires a hands-on leader who understands how to translate customer needs and business growth into scalable processes, automation, and reporting within Zendesk
• Define and enforce quality standards for customer interactions across all support channels
• Implement quality assurance processes, including ticket reviews and coaching based on Zendesk data and insights
• Identify recurring customer issues and collaborate with Product, Engineering, and Operations teams to drive root-cause solutions
• Act as a customer advocate by sharing insights and trends derived from Zendesk reporting
• Develop and execute a customer support strategy that scales efficiently with business growth
• Use automation, self-service, and knowledge management to reduce ticket volume and improve first-contact resolution
• Optimize staffing models, schedules, and ticket routing to meet demand while minimizing the need for additional headcount
• Own and track key support metrics such as CSAT, NPS, first response time, resolution time, and deflection rate
• Lead, coach, and manage a team of customer support agents, ensuring consistent performance and engagement
• Conduct regular 1:1s, performance reviews, and coaching sessions with a focus on quality, efficiency, and professional growth
• Set clear expectations, KPIs, and workflows for individual contributors using Zendesk as the primary system of record
• Build a culture of customer empathy, ownership, and continuous improvement
• Serve as the primary owner and administrator of Zendesk, including configuration, workflows, triggers, automations, macros, views, SLAs, and roles
• Design and maintain scalable Zendesk workflows that improve response times, resolution quality, and agent productivity
• Leverage Zendesk Explore to create dashboards and reports that provide visibility into team performance, customer trends, and operational bottlenecks
• Continuously evaluate and implement Zendesk features, integrations, and best practices to support growth without increasing headcount