Customer Service Manager

Position Overview

• Location Type: Not specified
• Job Type: Full-time
• Salary: Not specified

As the Customer Service Manager at doola, you will be instrumental in building a world-class support function focused on customer success and business growth. This role involves managing a team of support leads and agents, owning key support metrics, and ensuring customers receive fast, thoughtful, and empowering service. It's a strategic and hands-on position where you will design scalable systems and coach the team.

Responsibilities

• Lead and manage the customer service team, including team leads and support agents, ensuring high performance, accountability, and morale.
• Define and monitor key support metrics (SLA, CSAT, FRT, ticket backlog, AHT, etc.) to continuously improve service quality and efficiency.
• Partner with Operations, Product, and Engineering to identify customer insights and resolve recurring pain points.
• Design and optimize support systems, tools, documentation, and automations for scalability.
• Build robust training, QA, and career development frameworks for team performance and growth.
• Maintain a proactive, scalable support model by identifying bottlenecks and forecasting future needs.
• Represent the voice of the customer in strategic planning and process discussions.

Skills and Qualifications

• 5+ years of experience in customer service or support.
• 3+ years in a management role overseeing teams and leads.
• Proven ability to analyze service metrics and operational data for strategic improvements.
• Strong leadership, coaching, and people development skills.
• Experience scaling support operations in startups or high-growth environments.
• Proficiency with support platforms such as Hubspot, Zendesk, Intercom, Salesforce, or similar CRM tools.
• Exceptional communication and collaboration skills.
• A customer-first mindset.

Bonus Qualifications

• Experience working in international, remote-first teams.
• Familiarity with startup incorporation, banking, legal, or financial technology sectors.
• Experience implementing knowledge bases, support automation, or AI-enhanced tools.
• Track record of successful support operations redesign or CRM migrations/implementations.
• Background in process improvement methodologies (e.g., Six Sigma, Lean).

About doola

doola is a dynamic company dedicated to simplifying business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs to navigate financial and regulatory requirements, enabling them to focus on building and growing their ventures.

Why join us

• Opportunity to work with a dynamic and innovative company.
• Collaborative and supportive team environment with growth opportunities.
• Competitive compensation package with significant growth potential.

Company Values and Non-Values

Establishing team values and non-values is critical for doola's mission. If reading these values and non-values energizes you to work at doola, please connect with us: https://www.doola.com/careers/

Application Instructions

If you are passionate about helping businesses succeed and possess the outlined skills and experience, we encourage you to apply.

doola is an equal opportunity employer.