Job Description

Customer Support Manager

 About the Role

We’re seeking a Customer Support Manager to build and lead a support organization that sets the gold standard for responsiveness, professionalism, and continuous improvement while also launching our Service Agreement Program , a new piece of our customer success strategy.

At TokenWorks , we’ve spent over 25 years pioneering industry-leading ID verification and age verification technology. Our solutions protect businesses and communities by ensuring fast, accurate, and secure id checks across industries including retail, hospitality, and security. 

Key Responsibilities1. Leadership & Structure

• Build, mentor, and lead a high-performing customer support team focused on professionalism, responsiveness, and consistency.
• Establish and maintain SOPs, playbooks, and escalation policies to ensure every customer interaction meets company standards.
• Oversee daily operations including call volume management, scheduling, and agent performance metrics.

2. Launch & Manage Service Agreements

• Design, launch, and scale TokenWorks’ new Service Agreement Program, defining coverage tiers, response times, and renewal processes.
• Train the support team to deliver on service-level commitments and communicate value to clients.

3. Process Development

• Manage the ticketing system and ensure data integrity across customer interactions.
• Maintain a dynamic Knowledge Base (KB) that evolves with every solved issue — improving efficiency and empowering both agents and clients.
• Implement Quality Assurance (QA) procedures including call audits, feedback loops, and structured coaching programs.
• Partner with Product and Engineering to escalate and track technical issues, ensuring resolution visibility across departments.

4. Performance Management

• Define and track core KPIs 
• Conduct weekly coaching sessions and quarterly performance reviews using data-driven insights and customer outcomes.

5. Cross-Department Collaboration

• Partner with Account Management to identify recurring client issues, upsell opportunities, and renewal risks.
• Work closely with Sales, Operations, and Marketing to ensure customer feedback informs product design, feature updates, and messaging.

Qualifications

Required:

• 5+ years of experience in customer support, technical support, or operations , including 2+ years in a leadership role .
• Proven experience developing SOPs , training programs , or knowledge bases .
• Excellent communication skills, with the ability to motivate teams and build trust.
• Strong organizational and multitasking abilities in a fast-paced, environment.
• Data-driven mindset

Preferred:

• Background in a hardware/software technology or B2B SaaS company.
• Familiarity with Zoho Desk , Zoho CRM , or similar support ecosystems.
• Experience managing Service Level Agreements (SLAs) or client service contracts .

Compensation & Benefits

• $85,000 - $90,000 salary depending on experience
• Comprehensive benefits package including healthcare, dental, 401(k) and profit sharing plan
• Chance to help launch an innovative team

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