Associate Manager, Premier Support (Customer Experience)

For our client, we are seeking a Associate Manager, Premier Support (Customer Experience) to join the team of a leader in the Enterprise Technology space.

This role will lead a high-performing customer support team focused on delivering responsive, high-quality service across key accounts. The Associate Manager will coach specialists, strengthen processes, and use data-driven insights to improve resolution speed, team performance, and the overall customer experience. This position partners closely with Account Management and other internal stakeholders to manage escalations and support growth in a fast-moving technology environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $125,000 annually

Responsibilities

• Lead and develop a team of senior specialists
• Own team performance by setting clear expectations and accountability
• Ensure quality, responsiveness, and strong customer outcomes
• Manage escalations and drive issues through resolution
• Partner closely with Account Management on shared accounts
• Use data to identify root causes and inform coaching
• Build processes and documentation to support team growth

Qualifications

• Minimum 2 years of people-management experience
• Minimum 4 years in customer-facing support or account management
• Demonstrated ability to manage performance effectively
• Proven experience leading teams through significant change
• Strong analytical instincts with a data-driven approach
• Excellent written and verbal communication skills
• Experience using AI tools in support workflows

Benefits

• Flexible PTO to support work-life balance
• Centralized home-office equipment ordering
• Health and wellness stipend for personal needs
• Budget for intra-office travel to foster connections
• Weekly coffee stipend to encourage team interaction
• Comprehensive medical, dental, and vision coverage for employees
• 401(k) with employer match to support retirement savings

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.