{"id":4014177,"url":"https://alion.io/job/operationsarmy-customer-service-manager-ohio-remote","title":"Customer Service Manager | Ohio | Remote","company":{"id":5688,"name":"OperationsArmy","domain":"operationsarmy.com","url":"https://alion.io/company/operationsarmy","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"Linear","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-11-10T07:58:09Z","employer_posted_date":null,"last_verified_at":"2026-11-10T07:58:09Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Fully Remote Customer Service Manager (Self-Serve SaaS)Remote (U.S. based only) | Full-time\nApply here:\nAbout the RoleAre you passionate about leading high-performing teams and delivering exceptional customer experiences? 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You'll oversee a growing team of frontline representatives, guide operational excellence, and help build a world-class support experience from the ground up.\nWhat You'll DoTeam Management & Operations Oversight\nManage, coach, and support a distributed team of customer service representatives\n\nMonitor ticket queues and team performance to ensure SLAs are consistently met\n\nReview escalations and provide strategic guidance on resolution paths\n\nSchedule and coordinate team coverage to ensure consistent support delivery\n\nProcess Improvement & Cross-functional Collaboration\nOptimize support workflows, scripts, and automation tools to improve efficiency\n\nIdentify recurring user issues and relay insights to product and engineering\n\nOwn and evolve the internal knowledge base and training processes for reps\n\nLead weekly syncs with support staff and provide regular performance feedback\n\nWhat Were Looking ForMust-Have Experience\n2+ years managing customer service or support 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