The Customer Support Manager will lead the support team, improve customer experience, manage workflows using data, and handle escalations effectively.
This is a remote position.
Customer Support Manager
Why Join maids.cc?
Why Join maids.cc?
We're not a typical call center. We operate at scale, powered by systems and Al. With 25,000+ employees and zero tolerance for inefficiencies, we focus on building processes that deliver speed, consistency, and quality.
What You'll Do
• Lead and manage the Customer Support team (performance, KPls, quality)
• Own customer experience across all channels (chat, calls, email)
• Identify bottlenecks and improve workflows using data
• Work closely with Tech & Al teams to automate and optimize support
• Handle escalations and ensure fast, effective resolution
• Monitor and improve CSAT, response time, and resolution rates
• Train, coach, and develop team leaders and agents
• Build systems, not dependencies on individuals
What We're Looking For
• Strong leadership experience in customer support / call center
• Data-driven mindset (you make decisions based on numbers, not opinions)
• Experience managing large teams in fast-paced environments
• Problem-solver who can simplify complexity
• Strong communication and escalation handling skills
• Comfortable working with systems, tools, and automation
• Fluent in English (Arabic is a plus)
• Strong leadership experience in customer support / call center
• Data-driven mindset (you make decisions based on numbers, not opinions)
• Experience managing large teams in fast-paced environments
• Problem-solver who can simplify complexity
• Strong communication and escalation handling skills
• Comfortable working with systems, tools, and automation
• Fluent in English (Arabic is a plus)
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What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
