Customer Support Manager

Company: Phobio LLC
Location: Kennesaw
Posted on: February 17, 2026

Job Description:

Job Description Job Description Description: About the Role: This role is ideal for someone who enjoys hands-on customer support while also thinking systemically about how customer feedback, trends, and insights can improve products, processes, and experiences across the organization. Phobio is seeking a dedicated Customer Support Manager to serve as a vital bridge between our customers and our organization. In this role, you'll ensure customer needs are met by resolving issues, providing exceptional support, gathering valuable feedback, and driving internal improvements that enhance the customer experience. A key aspect of this position involves identifying emerging trends and patterns in customer interactions and proactively communicating these insights across departments to prevent issues before they escalate. You'll be a champion for our customers, representing their best interests while fostering loyalty and satisfaction through strong problem-solving, empathy, analytical thinking, and communication. Requirements: Key Responsibilities: Issue Resolution : Address and resolve customer complaints, inquiries, and problems in a timely, friendly, and professional manner across multiple communication channels. Customer Liaison : Serve as the primary point of contact, representing the customer's voice to internal teams and leadership to ensure their needs are understood and prioritized. Feedback & Improvement : Collect, analyze, and report on customer feedback, identifying trends and patterns to suggest product, service, and policy enhancements that drive continuous improvement. Interdepartmental Communication : Proactively identify and communicate emerging trends in customer interactions to relevant departments before they escalate into larger issues, providing actionable insights that inform strategic decisions. Customer Education : Inform customers about product features, benefits, and usage to maximize their experience and satisfaction. Relationship Building : Develop and maintain strong customer relationships, ensuring they feel heard, valued, and supported throughout their journey. Documentation : Maintain accurate and detailed records of customer interactions and issues to support team knowledge sharing and process improvements. Trade-In Program Management : Manage and track multiple trade-in programs with precision and attention to detail. How Success Is Measured Success in this role is measured by the ability to deliver timely, high-quality support that results in positive customer experiences and strong satisfaction outcomes. Key performance indicators include: Customer Response Times: Consistently meeting or exceeding defined service level expectations for first response time and ongoing communication across all support channels. Customer Satisfaction: Maintaining high customer satisfaction scores (CSAT) and positive feedback, demonstrating empathy, clarity, and effective issue resolution in every interaction. Resolution Quality & Accuracy: Providing accurate, complete, and well-documented resolutions that minimize follow-ups and prevent repeat issues. Customer Experience Trends: Proactively identifying recurring issues or friction points and contributing insights that improve processes, reduce support volume, and enhance the overall customer journey. Reliability & Ownership: Demonstrating accountability by following through on customer issues until resolution and ensuring customers feel informed and supported throughout the process. Required Skills: Strong written and verbal communication skills with exceptional listening abilities Empathy and a customer-first mindset with the ability to maintain composure under pressure Excellent problem-solving skills and adaptability in dynamic situations Strong analytical and time management capabilities Detail-oriented and highly organized approach to work Proactive mindset with the ability to anticipate customer needs Technical proficiency and the ability to quickly learn new systems and tools Strong interpersonal skills and ability to build rapport with diverse audiences Technical Requirements: Proficiency with CRM software and customer support tools Comfortable with data analysis and reporting Ability to research, understand, and communicate complex processes effectively Technical aptitude and ability to work quickly and efficiently Experience: Previous customer service background, preferably in phone, chat, or email support environments Demonstrated ability to understand and retain process updates as they occur Experience managing multiple priorities while maintaining accuracy and quality What Makes You Stand Out: You're someone who thrives on helping others and takes pride in creating positive customer experiences. You can maintain your customer focus while efficiently reviewing tickets, you adapt quickly to process changes, and you communicate thoroughly with both customers and team members. You understand that every interaction is an opportunity to build trust, loyalty, and enhance our brand.

Keywords: Phobio LLC, Cleveland , Customer Support Manager, Customer Service & Call Center , Kennesaw, Tennessee