{"id":3706927,"url":"https://alion.io/job/moego-customer-support-manager","title":"Customer Support Manager","company":{"id":1045435,"name":"MoeGo","domain":"moego.pet","url":"https://alion.io/company/moego-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":115000,"currency":"USD","period":"year","gross":null,"usd_annual":115000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-26T15:44:08Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-04T05:46:34Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Location: Remote (US or CAN)\nDepartment: Client Success\nReports to: Director of Client Success\nAbout MoeGo\nMoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy-the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents.\nJoin us to help these “pet-repreneurs” build and grow thriving businesses-every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.\nAbout the Role\nWe're looking for a hands-on Customer Support Manager to lead MoeGo's frontline support team day to day, managing two Support Leads and the specialist team behind them. You'll run a 24/7 global operation that handles tens of thousands of customer conversations each quarter, with AI resolving a large share of simpler volume and the team focused on more complex issues.\nYou'll own staffing, coverage, quality, and team performance, and keep improving the systems behind them: workforce forecasting, capacity planning, AI automation, and QA. You'll partner closely with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly and reduce repeat issues at the source.\nKey Responsibilities:\nTeam Leadership\nDirectly manage two Support Leads, and through them the specialist team across shifts and time zones\n\nDevelop the Support Leads into stronger operators, delegating day-to-day queue and shift management while building their ownership of forecasting, QA, and automation\n\nSet clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues\n\nOwn escalation paths so leads and specialists know when and how to escalate\n\nOperations and Workforce Management\nOwn demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets\n\nMonitor queue health in real time and adjust staffing as volume shifts, including seasonal peaks\n\nBuild headcount and capacity plans based on volume trends and AI deflection\n\nQuality and Customer Experience\nRun the QA program, including scoring rubrics, calibration, and coaching loops\n\nOwn CSAT, first response time, resolution time, and backlog metrics, and act on trends\n\nMaintain support macros, workflows, and knowledge base content\n\nAI and Automation\nPartner on AI resolution performance, identifying gaps and tuning content and workflows\n\nFind opportunities to automate repetitive work and reduce manual handling\n\nCross-functional Partnership\nManage bug and incident escalations with Engineering, including prioritization and customer communication\n\nSurface product feedback and top contact drivers to Product with supporting data\n\nCoordinate with Implementation and CS on customer handoffs and at-risk accounts\n\nReporting\nDeliver weekly and monthly reporting on volume, performance, quality, and staffing\n\nFlag operational risks early with a recommended plan\n\nMinimum Qualifications:\n4+ years in customer support, with 2+ years leading a frontline team\n\nExperience with forecasting, scheduling, and coverage planning for a multi-shift team\n\nExperience running or improving a QA program\n\nComfortable working with support data to diagnose problems and make staffing decisions\n\nStrong written communication and ability to work with technical and non-technical partners\n\nPreferred Qualifications:\nExperience leading 24/7 or globally distributed support teams\n\nExperience with AI-assisted support tools\n\nExperience in SaaS, especially SMB or vertical SaaS\n\nFamiliarity with Intercom, Salesforce, or similar tools\n\nExperience managing through high-growth periods or seasonal volume spikes\n\nMoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.\nMoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.","description_format":"text","description_chars":4797,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pet Food, Supplies & Care","Scheduling & Booking Software"],"lifecycle":[{"event":"open","at":"2026-11-03T21:26:58Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":6,"green_card_filings_12m":0,"median_offered_wage_usd":109167,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":82,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.818,"p_room":1,"age_days":8,"expected_fill_days":34,"reasons":["conf:0","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":{"stated_usd_annual":115000,"is_top_pay":true},"html_url":"https://alion.io/job/moego-customer-support-manager","json_url":"https://alion.io/job/moego-customer-support-manager.json","meta":{"generated_at":"2026-11-04T08:06:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12647,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1045435},"rest":"https://alion.io/mcp/rest/get_company?id=1045435"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmoego-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmoego-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmoego-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/moego-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmoego-customer-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3706927}},{"tool":"search_jobs","arguments":{"company":"moego.pet","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3706927},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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