Customer Support Team Manager

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

We are looking for an experienced, client-focused, and metrics-driven Customer Support Team Manager to lead our North American Support Team. This role is perfect for someone who takes pride in developing high-performing teams and measures their success by the growth and achievements of those they lead.
You will play a critical role in ensuring our customers receive exceptional support while driving operational efficiency and team performance. This position requires a high level of empathy, patience, and adaptability, as well as the ability to implement new processes and systems to improve our service levels.

• Lead and develop a high-performing team of support agents, providing regular feedback, coaching, and conducting 1:1s to optimize individual and team performance.

• Ensure the team meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency.

• Manage critical escalations, serving as the primary point of contact within the region while collaborating with global stakeholders to resolve issues quickly and effectively.

• Monitor team capacity and proactively identify hiring needs, working closely with our Talent Partner to attract top talent.

• Drive continuous learning and development by onboarding new hires and delivering ongoing training to ensure the team has the knowledge to best support our customers.

• Act as a subject matter expert on our salon management software, supporting the team and clients with product-related queries.

• Engage with senior leadership by providing insights on team performance, customer satisfaction, and strategic opportunities for efficiency improvements.

• Support the team hands-on as needed, taking ownership of complex client queries, investigating technical issues, and ensuring timely resolution.

• Experience working with global teams to roll out new processes and systems in the region.

• Customer-obsessed – you put the client at the centre of every decision.

• A natural leader – you thrive on mentoring, coaching, and driving team success.

• A problem-solver – you approach challenges with a solutions-focused mindset.

• An exceptional communicator – you have strong verbal and written communication skills and are comfortable presenting in group settings.

• Data-driven – you understand KPIs and leverage data to implement positive change.

• Decisive and confident – you make informed decisions, even when they are challenging.

• Handling queries - at an L2 level and above.

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.

• 5+ years of direct customer-facing experience.

• 3+ years of experience managing a team of 10+ people in a support function.

• Strong knowledge of both Mac and Windows operating systems.

• Experience working with small business owners and a passion for helping them succeed.

• Hands-on experience with POS software.

• Proficiency with Zendesk, Slack, Jira, and Notion.

• Ability to work in a quiet, distraction-free environment during shifts.

• Experience collaborating with Product & Development teams is a plus.

• Background in internal training and team development is advantageous.

• Experience working with premium and high-value clients is highly valued.

Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.

Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.

Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

We like to have fun, build camaraderie through regular social events.

Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.