Customer Support Manager

About Us

At Polous, we are committed to redefining marketing strategies through innovation, precision, and data-driven solutions. Located in the heart of Atlanta, GA, we specialize in helping businesses grow their presence and impact through tailored marketing campaigns and strategic outreach. Our team values creativity, accountability, and long-term success, making us a trusted partner across diverse industries. Join Polous and become part of a forward-thinking team shaping the future of marketing.

Job Description

Polous is seeking a detail-oriented and motivated Customer Support Manager to lead and enhance our customer support operations. In this role, you will oversee a team of support agents, implement service strategies, and ensure that customers receive timely, effective, and respectful assistance. This is an excellent opportunity to play a pivotal role in shaping the voice and performance of a growing company dedicated to service excellence.

Responsibilities

• Lead and manage the day-to-day operations of the customer support team

• Monitor performance metrics and implement improvements to ensure high-quality service

• Develop and maintain customer service policies and procedures

• Train, coach, and support team members for continuous growth

• Handle escalated customer inquiries and resolve issues professionally

• Collaborate with other departments to streamline processes and enhance customer satisfaction

• Analyze trends and prepare reports to inform business decisions

Qualifications

• Proven experience as a Customer Support Manager or in a similar leadership role

• Excellent communication and interpersonal skills

• Strong organizational and problem-solving abilities

• Experience with CRM systems and support tools

• Ability to lead by example in a fast-paced environment

• Bachelor's degree in Business, Communications, or related field (preferred)

Benefits

• Competitive salary ($60,000–$65,000 annually)

• Opportunities for professional growth and career advancement

• Collaborative and supportive work environment

• Skills development and leadership training

• Paid time off and company-recognized holidays

• Health and wellness program participation