Remote Customer Support Manager Team Leadership, Quality Assurance, and Continuous Improvement in a Dynamic Service Environment Company: Intercom Job Location: Remote (Work from home), India Employment Type: Full-time Experience Required: 6+ years Salary: $24$32 an hour About Intercom About brighthushbrighthush is a forwardthinking, customercentric organization that delivers innovative solutions across the transportation and mobility sector. With a global footprint and a commitment to excellence, we empower our teams to create seamless, reliable experiences for millions of riders and travelers. Working at Intercom Our culture is built on collaboration, datadriven decision making, and a relentless focus on continuous improvement. If you thrive in a fastpaced, remote-first environment and want to shape the future of customer support, brighthush is the place for you. Why Join brighthush At brighthush, we believe that great people create great products. About the Role As a Remote Customer Support Manager, you will lead a highperforming team, drive service quality, and shape the customer experience across multiple channels. Youll work with cuttingedge tools, AIpowered chat automation, and a robust knowledge baseall while enjoying the flexibility of a fully remote role. Compensation and Benefits In addition, youll have access to: Competitive base salary and performancebased bonuses Comprehensive health, dental, vision, life, and disability coverage Generous paid time off, flexible work arrangements, and a 401(k) plan with company match Unlimited learning budget for courses, certifications, and conferences Employee wellness programs, mental health resources, and an employee assistance program Recognition programs, awards, and careergrowth pathways Key Responsibilities Key Responsibilities As the Remote Customer Support Manager, you will be the linchpin of our support operations, ensuring that every customer interaction reflects brighthushs commitment to excellence. Your daytoday responsibilities will include: Team Leadership & Development Coach and mentor each team member through regular oneonones, performance feedback, and clear development goals. Use QA findings and performance data to identify training needs and tailor coaching accordingly. Operational Excellence Prepare and lead team meetings, training sessions, performance reviews, and operational updates. Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against defined service standards. Quality Assurance & Calibration Maintain the QA scorecard and standards, and hold calibration sessions so reviewers score consistently. Review automated responses, including AI agents and chat automation, and flag errors and gaps for correction. DataDriven Insights Track trends in QA scores, customer feedback, and performance metrics, and report findings to leadership. Use QA insights to fix problemswhether that means coaching, updating training, or correcting the knowledge base. Process & Tool Improvement Work with the Program Director to identify ways to improve support tools, workflows, and automated customer responses. Provide input and help test during system changes and rollouts, and train staff on new features. Content Ownership Own the content of the knowledge base, standard operating procedures, job aids, FAQs, and training materials. Keep them accurate, current, and aligned with customer needs. Systems & Data Management Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results. Build a strong understanding of transportation programs, services, routes, schedules, and mobility resources. Stakeholder Collaboration Work with transportation providers, partners, and stakeholders to gather, verify, and keep current route, schedule, and service information. Take ownership of escalated and complex customer issues, see them through to resolution, and communicate outcomes clearly. Support & Escalation Management Provide accurate, courteous support by phone, email, web platforms, and other channels. Step in as a representative when needed and support team members with daytoday challenges. Scheduling & Resource Planning Build and maintain team schedules with enough staffing to cover service. Manage workload, monitor attendance, timeoff requests, and schedule changes to protect service levels. Record Keeping & Reporting Keep accurate records of customer interactions, resolutions, quality reviews, and departmental activity. Essential Qualifications BA/BS degree or equivalent experience. Minimum of 6 years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team. Proven experience improving support tools, workflows, or knowledge .