Job summary
Job post source
This job is directly from OpsArmy
Job overview
The Customer Service Manager at OpsArmy leads a remote team to deliver exceptional support during the launch of a self-serve SaaS product, ensuring operational excellence and customer satisfaction.
Responsibilities and impact
The role involves managing and coaching a distributed customer service team, monitoring performance and SLAs, handling escalations, scheduling coverage, optimizing support workflows, collaborating cross-functionally, maintaining knowledge bases, and leading regular team meetings.
Experience and skills
Candidates need 2+ years managing customer service teams, preferably in SaaS or startups, with experience scaling remote support operations, strong communication and coaching skills, proficiency in tools like Slack, Intercom, Jira, and a data-driven approach to performance.
Work environment and culture
The position is fully remote within the U.S., emphasizing a remote-first environment and collaborative team culture focused on operational excellence and customer experience.
Company information
OpsArmy is launching a self-serve SaaS product and is focused on building a world-class customer support experience from the ground up.
Team overview
The candidate will lead a growing, distributed frontline customer service team, coordinating and supporting them to meet service goals.
Job location and travel
This is a fully remote position for U.S.-based candidates.
Application process
Applicants are directed to apply online at operationsarmy.com/application.
Unique job features
The role offers the opportunity to build and optimize customer support operations during a product launch using modern tools like Slack, Intercom, Jira, and Pylon.
Company overview
OpsArmy is a comprehensive HR platform that specializes in helping businesses hire top international talent, manage compliance, run payroll, and monitor employee performance. Founded in 2022, OpsArmy offers a fully managed HR solution that enables companies to fill open roles efficiently while reducing payroll costs by up to 50%. The company provides a marketplace for virtual assistants, interviewing, hiring, and training them to meet the specific needs of businesses. OpsArmy's services are designed to streamline operations and support business growth by offering flexible and affordable HR solutions tailored to various industries.
How to land this job
Position your resume to highlight leadership experience managing remote customer service teams, emphasizing your ability to scale operations and maintain high performance under SLA targets.
Focus on showcasing your expertise with tools like Slack, Intercom, Jira, and Pylon, as well as your skills in process improvement, coaching, and cross-functional collaboration.
Apply through multiple channels including OpsArmy's corporate application site (operationsarmy.com/application) and LinkedIn to maximize your visibility for this remote Customer Service Manager role.
Connect on LinkedIn with current OpsArmy customer service or operations team members; start conversations by commenting on recent company updates or asking about their experiences managing remote support teams.
Optimize your resume for ATS by incorporating keywords such as 'remote team management,' 'SaaS customer support,' 'process optimization,' 'Intercom,' and 'data-driven performance metrics' to ensure it passes automated screenings.
Utilize Jennie Johnson's Power Apply feature to automate tailored applications, identify the best job portals, and uncover networking opportunities at OpsArmy, allowing you to focus your energy on interview preparation and skill refinement.
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