Customer Support Manager

Customer Support Manager

It’s a great time to join COMC – Millions of Cards. Endless Joy.

Our industry is thriving, and at COMC we’re building a team that’s passionate about using cutting-edge technology to enhance the joy of collecting sports trading cards while expanding into new categories. We’re committed to delighting our customers—collectors, consigners, and enthusiasts alike—by delivering innovative, engaging, and enjoyable experiences at scale.

Location: Algona, WA (On-site)

Job Type: Full-Time

Travel Required: No

Compensation: $87,000–$120,000 per year

Schedule: Monday to Friday; regular business hours

Summary

The Customer Support Manager is a hands-on leadership role for someone ready to take our customer support function from reactive to proactive. This person will build the SOPs, processes, and escalation pathways that don't yet exist, and will lead the day-to-day operations of the support team on-site in Algona, WA.

You'll be in the details, running the team day to day, monitoring support KPIs to catch issues early, and coaching representatives to deliver consistently great customer centric service at every interaction. You'll also be the team's go-to Zendesk expert and will partner closely with Customer Success and cross-departmental stakeholders, to turn CS data into meaningful, actionable insights.

Responsibilities/Duties

• SOP development: Build and maintain clear standard operating procedures for handling customer inquiries, common issues, and escalations.
• Proactive transformation: Shift the support function from reactive, ticket-by-ticket firefighting to a proactive, data-informed operation that catches issues before they escalate.
• Escalation management: Design and own the escalation framework for complex or high-priority customer issues, ensuring timely resolution and the right visibility to leadership.
• Day-to-day leadership: Own daily team operations, staffing, and scheduling to ensure consistent, high-quality customer coverage.
• Operational visibility & reporting: Catch issues early and surface those that affect the customer journey, both internally and externally. Build and maintain clear KPIs that increase visibility into the support experience and identify trends, bottlenecks, and coaching opportunities through consistent, meaningful reporting.
• Zendesk Ownership: Serve as the team's Zendesk subject-matter expert, owning system improvements and enhancements and championing change, while partnering with Customer Experience leadership and cross-departmental stakeholders to turn Zendesk data into meaningful, decision-ready reporting.
• Team management: Establish agent productivity standards; hire, coach, and develop customer support representatives through regular 1:1s and performance reviews to deliver a consistent, customer-centric experience aligned with COMC's Customer Service Communication Standards.
• Customer-centric culture: Champion a customer-first mindset across the team, and partner directly with Customer Success to jointly resolve, lead, and manage customer concerns, escalations, and initiatives.
• Cross-functional collaboration: Partner with Customer Experience leadership, product, and other operations teams to resolve recurring customer pain points at the source and support broader CX transformation priorities.
• Culture: Champion our C.A.R.D. culture (Collaboration, Accountability, Results, Diversity) and contribute meaningfully to COMC's mission of bringing joy to collectors.
• Other duties as assigned