Customer Service Support Manager

Customer Support Manager

About the Role

We’re seeking a Customer Support Manager to build and lead a support organization that sets the gold standard for responsiveness, professionalism, and continuous improvement while also launching our Service Agreement Program , a new piece of our customer success strategy.

At TokenWorks , we’ve spent over 25 years pioneering industry-leading ID verification and age verification technology. Our solutions protect businesses and communities by ensuring fast, accurate, and secure id checks across industries including retail, hospitality, and security.

Key Responsibilities1. Leadership & Structure

• Build, mentor, and lead a high-performing customer support team focused on professionalism, responsiveness, and consistency.
• Establish and maintain SOPs, playbooks, and escalation policies to ensure every customer interaction meets company standards.
• Oversee daily operations including call volume management, scheduling, and agent performance metrics.

2. Launch & Manage Service Agreements

3. Process Development

4. Performance Management

5. Cross-Department Collaboration

Qualifications

Required :

Preferred :

Compensation & Benefits