Posted today
At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company:
Our client is a growing U.S.-based pool cleaning and home services business serving a high volume of residential customers. The company manages recurring pool-cleaning services as well as repair work, and is focused on delivering responsive, high-quality customer experiences while building scalable operational processes.
About the Role:
We’re looking for a Customer Support Manager to lead daily operations and manage a remote team supporting account management, accounts receivable, dispatch, customer onboarding, and repair operations.
This is a hands-on management role. You will coach and develop team members, solve customer and operational issues independently, and step into tactical work when needed. You will work closely with Operations, field teams, and leadership to ensure customer issues, financial tasks, and administrative responsibilities are followed through to completion.
You Will:
Manage, coach, train, and hold Account Managers and office staff accountable for daily responsibilities.
Set team priorities, manage workloads, and ensure coverage when team members are unavailable.
Monitor customer calls, texts, emails, and open conversations to ensure timely and professional communication.
Own customer escalations from start to finish and coordinate with Operations and other teams as needed.
Oversee accounts receivable, collections, invoicing, payment follow-up, and billing-related escalations.
Manage new customer onboarding, including account setup, billing information, service details, and scheduling coordination.
Coordinate employee onboarding, including paperwork, system access, documentation, and training coordination.
Handle routine HR administration, employee documentation, Workers’ Compensation claims, and vehicle accident or incident reporting.
Maintain organized office systems, records, processes, checklists, and documentation.
Coordinate between office staff, field teams, management, and the repair department.
Identify process improvements and support management with reporting and special projects.
Jump into tactical work, including phones, dispatch, and customer support coverage, when needed.
About You:
Your Background:
Proven experience managing, developing, and coaching customer support, account management, or operations teams.
Experience in a B2C customer-service environment.
Experience in a hands-on management role, with the ability to balance people leadership and day-to-day operational responsibilities.
Experience handling difficult customer situations, escalations, and complex problem solving.
Familiarity with accounts receivable, invoicing, collections, or billing processes.
Strong organizational, administrative, and process-management skills.
Excellent written and verbal English communication skills.
Comfortable working with remote teams across Latin America and the Philippines.
Proactive, adaptable, and comfortable working in a fast-paced, growing business.
Strong ownership mentality: when an issue comes across your desk, you ensure it is resolved from start to finish.
Comfortable stepping in to support tactical work when required, rather than operating only at a strategic level.
Nice to Have:
Experience in home services, field services, pool services, or a similar operational business.
Experience managing account managers, customer support representatives, dispatchers, or operations staff.
Experience working with distributed or offshore teams.
Experience supporting HR administration, employee onboarding, Workers’ Compensation, or incident documentation.
Compensation & Benefits:
Compensation: $2,500–$3,000 USD/month. Please note that the final salary offer may vary based on the candidate’s seniority, specific skill set, and performance throughout the evaluation and interview process.
Company holidays.
PTO.