Customer Support Manager

Location: Remote (US or CAN)

Department: Client Success

Reports to: Director of Client Success

About MoeGo 🐾

MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents.

Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

About the Role

We're looking for a hands-on Customer Support Manager to lead MoeGo's frontline support team day to day, managing two Support Leads and the specialist team behind them. You'll run a 24/7 global operation that handles tens of thousands of customer conversations each quarter, with AI resolving a large share of simpler volume and the team focused on more complex issues.

You'll own staffing, coverage, quality, and team performance, and keep improving the systems behind them: workforce forecasting, capacity planning, AI automation, and QA. You'll partner closely with Implementation, Customer Success, Product, and Engineering to resolve escalations quickly and reduce repeat issues at the source.

Key Responsibilities:

Team Leadership

Directly manage two Support Leads, and through them the specialist team across shifts and time zones

Develop the Support Leads into stronger operators, delegating day-to-day queue and shift management while building their ownership of forecasting, QA, and automation

Set clear performance expectations, run 1:1s, and partner with leads on hiring, onboarding, and performance issues

Own escalation paths so leads and specialists know when and how to escalate

Operations and Workforce Management

Own demand forecasting, scheduling, and shift coverage to maintain 24/7 response targets

Monitor queue health in real time and adjust staffing as volume shifts, including seasonal peaks

Build headcount and capacity plans based on volume trends and AI deflection

Quality and Customer Experience

Run the QA program, including scoring rubrics, calibration, and coaching loops

Own CSAT, first response time, resolution time, and backlog metrics, and act on trends

Maintain support macros, workflows, and knowledge base content

AI and Automation

Partner on AI resolution performance, identifying gaps and tuning content and workflows

Find opportunities to automate repetitive work and reduce manual handling

Cross-functional Partnership

Manage bug and incident escalations with Engineering, including prioritization and customer communication

Surface product feedback and top contact drivers to Product with supporting data

Coordinate with Implementation and CS on customer handoffs and at-risk accounts

Reporting

Deliver weekly and monthly reporting on volume, performance, quality, and staffing

Flag operational risks early with a recommended plan

Minimum Qualifications:

4+ years in customer support, with 2+ years leading a frontline team

Experience with forecasting, scheduling, and coverage planning for a multi-shift team

Experience running or improving a QA program

Comfortable working with support data to diagnose problems and make staffing decisions

Strong written communication and ability to work with technical and non-technical partners

Preferred Qualifications:

Experience leading 24/7 or globally distributed support teams

Experience with AI-assisted support tools

Experience in SaaS, especially SMB or vertical SaaS

Familiarity with Intercom, Salesforce, or similar tools

Experience managing through high-growth periods or seasonal volume spikes

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.