Customer Support Examples Jobs in Usa

The TSUBAKI name is synonymous with excellence in quality, dependability and customer service. U.S. Tsubaki is a leading manufacturer and supplier of power transmission and motion control products. As a part of a vast, international network of corporate and industrial resources, Tsubaki offers its customers the finest state-of-the-art products available in the world and we strive to be the “Best Value” supplier in the industry.  

The Customer Support / Quality Lead is responsible for providing customer service support, including quotations, delivery information and technical information. Coincidently ensures consistent, compliant, and accurate execution of quality processes by guiding frontline quality activities, resolving issues, and supporting continuous improvement across operations.

Essential Duties and Responsibilities: The essential duties and responsibilities of this job are included but not limited to this job description – other tasks may be assigned and expected to be performed.

Customer Service Functions

• Handles customer requests including quotes, orders, follow-up and delivery information.   
• Provides customer service support, including providing technical information and explanations to customers.
• Fills orders by transferring orders to fulfillment; communicating expected delivery date; explaining stock-outs. 
• Meets established order entry goals.
• Supports members of the outside sales team in daily activities.
• Accomplishes department and organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
• Works well in a team environment to solve customer issues.
• Communicates issues and problems with management in a timely manner.
• Maintains superb attention to details.
• Maintains detailed documentation to support decision and ensure continuity of service.

Quality Assurance Functions

• Ensures the performance of quality assurance functions are conducted in the most efficient manner.
• Looks for opportunities to eliminate non-value-added operations and improve processes.
• Assists with the development of plans and strategies to enhance production.
• Lead efforts toward achieving and maintaining ISO 9001 certification.
• Creates, revises, and controls, Quality manual, SOPs, Work Instructions, Forms, and quality procedures.
• Identifies gaps. Ensures root cause analysis and corrective actions are implemented. 
• Collecting and reporting of KPIs for quality management.
• Coordinates resources required to address quality concerns.
• Ensures documentation meets internal and external requirements (e.g., ISO clauses, regulatory expectations). 
• Prepares for and supports customer/certification/regulatory audits; coordinates responses and follow ups. 
• Preserves and maintains training records; ensures staff are trained on relevant procedures, changes and expectations. 
• Manages controlled records (inspection logs, audit reports, risk files) to ensure traceability and retention.
• Conducts internal audits.
• Serves as a cross-functional advisor.
• Other tasks/functions as assigned. 

• Associate’s degree or equivalent.
• 2-3 years of Customer Service experience, preferably in a manufacturing environment. 
• Knowledge of ISO 9001 requirements preferred.
• Acts positively upon constructive criticism and coaching.
• Work independently and in a group across all levels of the organization.
• Ability to multi-task and prioritize work based on deadlines.
• Handles confidential information discreetly.
• Highly detail oriented.
• Communicates clearly and comfortably with all employees. 
• Conducts self professionally & ethically.
• Remains calm under pressure. 
• Places a high emphasis on excellent customer service. 
• Fosters and supports a teamwork environment. 
• Knowledge of order entry/enterprise systems, preferably QAD and Goldmine.
• Strong computer skills with demonstrated knowledge of Microsoft Office programs: Word, Excel, and Outlook

Learn more about U.S. Tsubaki at:    

U.S. Tsubaki offers a competitive compensation and benefits package, including health benefits effective on date of hire, dental and vision benefits effective on the first of the month following date of hire, Paid Time Off ("PTO"), 10 paid holidays, generous 401(k) match and profit sharing, annual bonus potential, life insurance, short and long-term disability, flexible spending accounts, commuter benefits, education reimbursement, home and auto insurance discounts, and pet insurance. 

The estimated salary range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on location, skills and expertise, experience, and other relevant factors. 

Applicants must be authorized to work for any employer in the United States. Tsubaki does not sponsor or take over sponsorship of employment visas.

Tsubaki is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability

PM21

Compensation details: 6 Yearly Salary

PIa783c34f07e7-3631

Location: Bridgeton, MO

Industry: Construction

Pay: $42,000$44,000 annually

Addison Group is partnering with a manufacturing client seeking a detail-oriented and customer-focused Customer Support Administrator to join their growing team. This company values a laid-back, collaborative environment where employees can thrive.

The Customer Support Administrator will serve as the first point of contact for customers, handling inquiries, coordinating with sales representatives, and managing administrative tasks. This role is ideal for a tech-savvy, organized individual who excels in customer service and enjoys working in a casual, team-oriented setting.

• Respond to customer inquiries via phone, email, and walk-ins, ensuring excellent service.
• Handle warranty issues and follow up with past customers to assess satisfaction with completed projects (e.g., roofing, windows).
• Schedule appointments for sales representatives and assist in coordinating final project measurements with clients.
• Manage warranty claims, maintain clear documentation, and ensure timely resolutions.
• Record customer needs and relay information to the sales team for follow-up.
• Order supplies for projects and maintain data accuracy during the companys transition to paperless systems.
• Support team operations by collaborating with internal departments to streamline communication.

• Education: High school diploma or equivalent required; college coursework preferred.
• Experience: 12 years in customer service or administrative roles; experience in industries such as HVAC, lawn services, or home improvement preferred.
• Technical Skills:
  • Proficient in MS Office (Excel required; QuickBooks experience is a plus).
  • Strong data entry skills and comfort working with computer systems.

• Casual and relaxed work environment.
• Company swag provided.
• Catered lunches every other Friday.
• Opportunities for team-building events, including sports tickets.
• Great company benefits, 401k matching.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.

We are seeking a customer support representative that excels in meeting customers' expectations, from answering questions on products and services to processing orders. You should assist in investigating issues that arise and resolving conflicts from customer complaints to ensure customer satisfaction.

To be successful as a customer support representative, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Customer Support Representative should be able to achieve outstanding customer service and communicate effectively with customers.

• Generating sales leads.
• Managing incoming calls.
• Building good relationships with customers.
• Resolving complaints and following up on resolutions.
• Identifying customers' needs.
• Meeting sales objectives.
• Following procedures and policies.

• High school diploma or equivalent.
• Experience in customer service.
• Strong telephone etiquette.
• Familiarity with CRM tools.
• Excellent communication skills.
• Ability to manage multiple tasks at once.
• Ability to adapt to different personalities.

Position: Customer Support Associate (On-site LA)

Compensation: Base Pay: $23.00–$26.00/hour + Uncapped bonus earning potential

Target Total Compensation (TTC): Top performers consistently exceed $36.40 per hour (reflecting a 40%+ increase over base pay).

Location: North Hollywood, CA

Puffy is looking for an elite Customer Support Associate to join our fast-growing eCommerce/DTC brand in North Hollywood, LA. This role is for a strategic problem-solver who is skilled in empathetic communication and handling complex customer issues, ready to use AI as an unfair advantage to deliver legendary customer experiences.

Responsibilities:

• Own the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy's award-winning customer experience.
• Become Our On-Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputation.
• Engineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organization.
• Utilize AI Co-pilot: Partner with our proprietary AI co-pilot to automate routine inquiries, allowing focus on strategic problem-solving and creating exceptional customer experiences.
• Leverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.
• Command High Volume Inquiries: Confidently manage a high volume of customer inquiries.

Ideal Profile:

• 1-2+ years of proven customer support expertise in fast-paced, high-stakes environments
• Master of professional communication with ability to command high volume inquiries
• Fast and accurate typist: 50+ WPM required
• Proficient in modern support systems: Zendesk, Gorgias, or Freshdesk on Shopify
• Excited by technology and sees AI as a partner that enhances skills

The Puffy DNA

We're restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor — regardless of their size.

• Be the Owner: We don't hire employees; we welcome owners. You're accountable for results, not activity.
• Execute with Urgency: We thrive in high-stakes environments by making thoughtful decisions quickly and acting decisively.
• Demand Excellence: We solve the hard problems that others can't, pushing the boundaries of our craft.
• Go All-In: When the mission demands it, we rally as one team to cross the finish line.

Your Total Compensation & Benefits

Compensation:

• Base: $23–$26/hour + unlimited and uncapped bonus earning potential

Health & Protection:

• Comprehensive medical, dental, and vision insurance

Time Off:

• Generous Paid Time Off (PTO) + US Public holidays

Work Environment:

• Access to AI-native tool stack
• Learning & development opportunities
• International team collaboration (14+ nationalities)

Other Benefits:

• 401(k) with Company Match
• Free Puffy mattress after 6 months
• $1,000 Puffy/Halo Board store credit after 1 year

Ready to Shape Your Story?

Click "Apply" and take the first step.

Position: Customer Support Associate

Location: Remote (New Hampshire)

Compensation: Base Pay: $21.00 - $22.50 / hour

Total Compensation: Top performers exceed $31.50/hour + Uncapped bonuses

What this means: Uncapped earning potential with a proven 40%+ uplift for high performers.

Puffy is looking for an elite Customer Support Associate to join our fast-growing eCommerce/DTC brand. This role is for a strategic problem-solver who is skilled in empathetic communication and handling complex customer issues, ready to use AI as an unfair advantage to deliver legendary customer experiences.

Responsibilities:

• Own the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy's award-winning customer experience.
• Become Our On-Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputation.
• Engineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organization.
• Utilize AI Co-pilot: Partner with our proprietary AI co-pilot to automate routine inquiries, allowing focus on strategic problem-solving and creating exceptional customer experiences.
• Leverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.
• Command High Volume Inquiries: Confidently manage a high volume of customer inquiries.

Ideal Profile:

• 1-2+ years of proven customer support expertise in fast-paced, high-stakes environments
• Master of professional communication with ability to command high volume inquiries
• Fast and accurate typist: 50+ WPM required
• Proficient in modern support systems: Zendesk, Gorgias, or Freshdesk on Shopify
• Excited by technology and sees AI as a partner that enhances skills

The Puffy DNA

We're restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor — regardless of their size.

• Be the Owner: We don't hire employees; we welcome owners. You're accountable for results, not activity.
• Execute with Urgency: We thrive in high-stakes environments by making thoughtful decisions quickly and acting decisively.
• Demand Excellence: We solve the hard problems that others can't, pushing the boundaries of our craft.
• Go All-In: When the mission demands it, we rally as one team to cross the finish line.

Your Total Compensation & Benefits

Compensation:

• Base: $21–$22.5/hour + unlimited and uncapped bonus earning potential

Health & Protection:

• Comprehensive medical, dental, and vision insurance

Time Off:

• Generous Paid Time Off (PTO) + US Public holidays

Work Environment:

• Access to AI-native tool stack
• Learning & development opportunities
• International team collaboration (14+ nationalities)

Other Benefits:

• 401(k) with Company Match
• Free Puffy mattress after 6 months
• $1,000 Puffy/Halo Board store credit after 1 year

Ready to Shape Your Story?

Click "Apply" and take the first step.

About the Role

The Customer Support Analyst will provide excellent customer service to Ariat retailers, sales representatives, internal and external customers. You will support and communicate with sales representatives, retailers and internal customers by completing various tasks such as supporting retail accounts, order entry and order book management, maintenance, tracking and having a depth knowledge of product and order statuses. Candidates will be responsible for running daily reports and analyzing the data to ensure order book is up-to-date and product is strategically shipped to retailers. You will support coworkers on an as needed basis and meet all company and department initiatives.

You’ll Make a Difference By

• Providing courteous and professional service to internal and external customers
• Serving as the primary contact for dealers and sales reps in assigned territory(s), including building relationships and managing any issues that may arise
• Ensuring orders are entered accurately and confirmed in a timely manner for assigned accounts
• Responding promptly to a high volume of calls, voicemails and emails daily
• Verifying daily price and auditing of EDI and open orders
• Quickly resolving order discrepancies
• Acting as a liaison between customers, field sales and other departments as required to meet account goals and directives
• Collaborating with Allocation Specialist and Distribution team to ensure orders are filled and shipped in a timely manner
• Resolving a diverse range of issues including general questions and problems involving pricing, product usage and care, product availability, inventory, transportation, order book management and product delivery
• Providing 800# and B2B support including inbound calls/emails regarding orders, order changes, return authorizations and warranty coverage
• Providing support in a specific area of focus, i.e. Key accounts, EDI, new hire training, front desk coverage or any other operational support function when needed
• Assisting with other responsibilities based on business needs

About You

• Intermediate to Advanced level computer skills with MS Office Word & Excel (pivots; vlookup; formulas)
• Strong analytical skills required to determine possible issues, interpret data and identify solutions
• Experience with order processing and management, product allocation in an EDI system
• Knowledge of SAP or similar order entry systems
• Understanding and appreciation of order to cash cycle
• Experience with EDI customers preferred
• Ability to prioritize work, handle multiple tasks and work independently of supervision
• Detail orientated with outstanding follow-through
• Able to solve customer problems, make decisions and take calculated risks in order to meet partner expectations in a manner consistent with company goals and policies. Raise issues to supervisor that may affect cross functional departments
• 2-3 years customer service in a high-volume environment and preferably in a footwear, apparel, outdoor equipment or manufacturing environment
• Exceptional written, oral and face-to-face communication skills
• Enthusiastic, friendly and outgoing with the ability to develop strong working relationships with internal and external customers
• Fast acting and capable of adapting quickly to change
• Desire and ability to contribute to and enhance Ariat’s unique culture, philosophy and core values
• Team oriented and holds confidences
• Rely on experience and judgment to plan and accomplish goals with ability to perform a variety of tasks

About Ariat

Ariat is an innovative, outdoor global brand with roots in equestrian performance. We develop high-quality footwear and apparel for people who ride, work, and play outdoors, and care about performance, quality, comfort, and style.

The hourly range for this position is $28.85–$31.25 per hour.

The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations. Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting. This range may be modified in the future.

Ariat’s holistic benefits package for full-time team members includes (but is not limited to):

• Medical, dental, vision, and life insurance options
• Expanded wellness and mental health benefits
• Paid time off (PTO), paid holidays, and paid volunteer days
• 401(k) with company match
• Bonus incentive plans
• Team member discount on Ariat merchandise

Note: Availability of benefits may be subject to location & employment type and may have certain eligibility requirements. Ariat reserves the right to alter these benefits in whole or in part at any time without advance notice.

Ariat will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local laws. Ariat is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis protected under federal, state, or local law. Ariat is committed to providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, email

Please see our Employment Candidate Privacy Policy at to learn more about how we collect, use, retain and disclose Personal Information.

Please note that Ariat does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Agreement, Ariat will not consider or agree to payment of any referral compensation or recruiter/agency placement fee. In the event a recruiter or agency submits a resume or candidate without a previously signed Agreement, Ariat explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Ariat.

Help hospitality businesses succeed with world-class technology

An award-winning global travel technology company is looking for a Customer Support Specialist to support customers across the North American market.

This is a fantastic opportunity to join a fast-growing SaaS company that provides a powerful booking and property management platform used by tens of thousands of independent hotels, B&Bs, and vacation rental hosts worldwide.

In this role, you will work directly with customers to help them get the most out of the platform, troubleshoot issues, and ensure they can successfully manage their reservations, guests, and online travel agency connections.

If you enjoy solving problems, helping customers succeed, and working in a fast-paced tech environment, this role offers the chance to build your career in customer success within the travel technology sector.

The Opportunity

As a Customer Support Specialist, you will be the first point of contact for customers, providing support through phone, chat, and online channels. You will help hospitality businesses navigate the platform, resolve technical questions, and ensure they are maximizing the value of the technology.

You’ll work in a collaborative, customer-focused team that prides itself on delivering exceptional service while helping customers succeed in running their businesses.

Key Responsibilities

• Provide multi-channel support to customers via phone, live chat, and web portal
• Troubleshoot technical and usage issues related to the company’s booking and property management software
• Help customers maximize the platform’s capabilities and improve their operational efficiency
• Resolve the majority of customer queries at the first point of contact
• Support integrations with major online travel agencies such as , Expedia, and Airbnb
• Conduct screen-share troubleshooting sessions to resolve more complex issues
• Escalate technical problems to specialist teams when required
• Track recurring issues and provide feedback to improve products and processes
• Contribute to help articles and internal knowledge resources

What We’re Looking For

• Based in Dallas, TX and legally authorized to work in the United States
• 3–5 years of experience in customer support or SaaS software support
• Comfortable supporting customers via phone, email, and live chat
• Strong troubleshooting and analytical skills
• Ability to explain technical concepts in a clear and simple way
• Excellent written and verbal communication skills
• Calm, professional, and solutions-focused when working with customers
• Able to adapt to changing priorities in a fast-paced environment
• Bachelor’s degree or equivalent experience

What’s on Offer

• Permanent full-time role
• Competitive benefits including healthcare, 401(k), and PTO
• Opportunity to work with a global SaaS company in the travel technology sector
• Collaborative team environment focused on customer success
• A supportive culture that values both hard work and having fun as a team

• 
  
• Answer incoming calls via the Call Center. Provides guidance directly to customer or determines most appropriate bank contact which to forward the inquiry.
  
• Provide excellent service to customers and co-workers by phone including actively promoting and selling additional bank products and services.
  
• Assist customers with online and mobile banking, debit and credit cards, account inquiries and transfers and various other financial service aspects.
  
• Assist internal customers with various network and software password resets and functionality.
  
• Maintain positive attitude while promoting products, services, and functions in fast-paced, multi-faceted environment.
  
• Actively engage in self-development through participation in meetings, committees, computer-based training, reading periodicals, maintaining product knowledge, etc.
  
• Maintain and orders department supplies and equipment.
  
• Uphold Nicolet's philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of Nicolet.
  
• Ability to understand the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification. A commitment to Nicolet's policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.
  
• Perform all other duties as assigned.
  

• 
  
• High School diploma or equivalent
  
• Understanding of banking and related products and services typically acquired through 1-3 years of experience in a bank customer service role
  
• Must work both independently and be a team player
  
• Ability to sit for prolonged periods on the phone and concentrate visually on a PC
  
• Position requires judgment, tact and on-the-spot decision making
  
• Effective verbal and written communication skills and strong interpersonal skills
  

Benefits:

• 
  
• Medical, Dental, Vision, & Life Insurance
  
• 401(k) with a company match
  
• PT0 & 11 1/2 Paid Holidays
  

About the Company

Bring your customer focus, analytical mindset, and operational coordination skills to Hermes Abrasives, a cutting-edge subsidiary of WALTER Surface Technologies. Since 1952, WALTER has built a reputation for high quality and innovation in surface treatment technologies and is a global leader in high-performance solutions for the metalworking industry. Our philosophy centers on empowering customers to work smarter and achieve excellence through superior technology, products, performance, safety, and durability—driving increased productivity and profitability.

About the Role

We are seeking a highly organized and customer-focused Customer Support & Internal Sales Representative to support North American Coated Abrasives operations. This hybrid role blends customer service excellence with internal sales, pricing analysis, and operational coordination. This position serves as a primary liaison between customers, Territory Sales Managers, Customer Service, Finance, and global manufacturing partners. Success in this role requires strong attention to detail, commercial awareness, and the ability to manage multiple priorities while protecting margin, ensuring order accuracy, and maintaining service standards. This is a cross-functional role with direct impact on customer satisfaction, pricing integrity, inventory management, and overall account health.

Responsibilities

• Order Management & Fulfillment
• Accurately enter, manage, and monitor customer orders in SAP.
• Coordinate production schedules, inventory levels, and delivery timelines.
• Expedite orders and coordinate air freight/import shipments when required.
• Track lost or damaged shipments and manage return logistics.
• Maintain open order and inventory forecast reports (P2D).
• Proactively communicate order updates, delays, and changes to customers.
• Pricing & Profitability Management
• Approve and analyze pricing requests within established guidelines.
• Evaluate margin impact using cost-of-goods data.
• Generate material numbers to determine cost structures.
• Prepare and maintain Competitive Pricing Reports (CPRs).
• Support special pricing arrangements and volume-based agreements.
• Provide historical cost and margin analysis to Territory Sales Managers.
• Customer & Account Management
• Serve as primary contact for customer and distributor inquiries.
• Oversee new account applications and evaluate credit worthiness.
• Maintain SAP account records and documentation.
• Resolve service issues, complaints, returns, and disputes.
• Provide invoices, delivery notes, and pricing documentation upon request.
• Inventory & Financial Support
• Monitor consignment and ABR inventory accounts.
• Prepare inventory count sheets and reconcile discrepancies.
• Support Accounts Receivable with past-due balances and disputes.
• Upload invoices to customer portals and assist with reconciliation requests.
• Sales & Operational Support
• Support Territory Sales Managers with profitability analysis and reporting.
• Prepare open order and sales activity reports.
• Coordinate international shipments and proforma invoices.
• Assist Customer Service with escalated issue resolution.

Qualifications

• Associate degree in Business, Marketing, or related field
• 2+ years of experience in Customer Service, Sales Support, or Inside Sales
• Proficiency in Microsoft Office (Excel, Word)
• D365 CRM experience
• Strong analytical and communication skills
• Authorized to work in the United States

Required Skills

• Customer Service Excellence: Responsive, solution-oriented, and professional
• Pricing & Margin Analysis: Understands cost drivers and profitability impact
• ERP & CRM Proficiency: Strong working knowledge of SAP and D365
• Supply Chain Coordination: Aligns production, logistics, and customer demand
• Financial Acumen: Cost awareness and margin sensitivity
• Organizational Agility: Manages multiple priorities under deadlines
• Attention to Detail: Ensures accuracy in orders, pricing, and documentation
• Cross-Functional Collaboration: Works effectively across Sales, Finance, and Operations

Preferred Skills

• Bachelor’s degree
• 3–5 years of experience in Sales Operations or Internal Sales
• SAP experience
• Experience in coated abrasives or industrial distribution
• Familiarity with pricing models and margin analysis

Pay range and compensation package

Hybrid office environment with cross-functional collaboration. Hourly / Non-Exempt (FLSA). Department: Internal Sales.

Equal Opportunity Statement

What Success Looks Like (First 12 Months)

• Orders are entered accurately with minimal rework or corrections
• Pricing approvals align with margin targets and company guidelines
• Customers receive proactive communication and timely resolution of issues
• Inventory and consignment accounts remain accurate and reconciled
• Territory Sales Managers receive reliable profitability and sales reporting
• Reduced disputes, improved on-time delivery, and strengthened customer relationships
• Consistent execution that protects both service standards and profitability

About Us:

Longbridge is building a next-generation AI investing app designed to help everyday investors learn, build confidence, and take action. As investing behavior shifts toward mobile-first experiences and AI changes how people interact with financial products, we’re building an experience that’s simpler, more intuitive, and grounded in trust. We’re a fast-moving, high-ownership team operating in a highly regulated environment. We care deeply about customer outcomes, clarity, and execution quality—and we measure what matters.

The Role

Lead and scale Longbridge’s U.S. Customer Support function during a critical phase of

growth. As Customer Support Manager, you will oversee daily support operations, develop

high-performing team members, and build the scalable processes needed to support a

rapidly expanding brokerage platform.

This is a high-impact leadership role for an experienced professional (5+ years) with a

background in regulated financial services, fintech, or brokerage environments. You will

partner closely with Operations, Compliance, and Product teams to ensure our support

organization delivers exceptional customer experiences while maintaining regulatory rigor.

We’re looking for a hands-on leader who thrives in fast-paced environments and is excited to

build support infrastructure that scales

Key Responsibilities:

Team Leadership & Development

• Lead, manage, and develop a team of Customer Support Analysts.
• Conduct ticket quality reviews, performance coaching, and ongoing feedback sessions.
• Establish, monitor, and continuously improve SLA and response time standards.
• Support hiring, onboarding, and training of new support team members.
• Foster a culture of accountability, customer-first thinking, and operational excellence.

Customer Support Operations

• Oversee daily support operations across Zendesk (email, chat, phone).
• Monitor ticket queues to ensure timely and accurate resolution.
• Develop and maintain escalation procedures related to account opening, funding (ACH/wires), trade status inquiries, platform navigation, and regulatory/compliance matters.
• Ensure appropriate escalation of complex trading, compliance, or regulatory issues to internal partner teams.
• Drive adherence to quality standards and regulatory requirements.

Documentation, Metrics & Process Improvement

• Develop, document, and maintain support team SOPs and internal workflows.
• Track support KPIs and performance metrics; analyze trends and identify areas for improvement.
• Collaborate cross-functionally with Operations, Compliance, and Product to address root causes and improve the customer journey.
• Continuously enhance internal knowledge systems to support scale and efficiency.

Requirements:

• 5+ years of experience in financial services, fintech, brokerage operations, and/or customer support.
• Prior experience managing and developing a customer support team.
• Exceptional written and verbal communication skills.
• Strong attention to detail and ability to operate within regulated environments.
• Proven ability to work cross-functionally with Operations, Compliance, and Product teams.
• Comfortable building and improving processes in a fast-paced, high-growth environment.

Nice to Have:

• Experience managing Zendesk or similar customer service ticketing platforms.
• Background in fintech or brokerage environments.
• Understanding of ACH, wires, trading fundamentals, and the brokerage account lifecycle.
• FINRA SIE and/or Series 7 licenses.