Customer support manager

As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide in building high-performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations. based, technology-driven company operating at the intersection of education and healthcare . Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence-based approaches. This role offers a unique opportunity to work within a mission-driven education and healthcare environment while being employed and supported by Adlecta's global team. Role Overview The Customer Support Manager is responsible for leading, developing, and overseeing the customer support function supporting Dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight-gathering objectives. The manager acts as a key link between frontline support agents, Adlecta leadership, and Dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform marketing research and product development . Full-time, remote position Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET) Key ResponsibilitiesTeam Leadership & Performance Lead, coach, and manage a team of Customer Experience Specialists. Oversee onboarding, training, and continuous development of support agents. Conduct regular performance reviews, feedback sessions, and improvement plans. Operations & Quality Assurance Review calls, emails, chats, and CRM records to ensure accuracy, tone, and adherence to guidelines. Support agents in handling complex, sensitive, or escalated customer cases. Identify recurring issues, quality gaps, or training needs and implement corrective actions. Ensure complete, accurate, and timely documentation in Salesforce and related systems. Establish clear processes for customer support agents to actively gather, document, and categorize customer feedback during interactions. Ensure customer insights related to user experience, objections, unmet needs, and feature requests are consistently captured. Address gaps where feedback collection has been previously underutilized or neglected, ensuring it becomes a core responsibility of the support function. Continuously improve support workflows, escalation paths, QA processes, and internal documentation. Prepare and present regular performance, quality, retention, and customer insight reports. Act as the voice of the customer by sharing trends, pain points, and improvement opportunities with cross-functional teams. Customer Experience & Retention Ensure high-quality handling of technical, billing, service, and account-related issues. Maintain the highest standards of confidentiality, data security, and precision of language in a regulated environment. Proven experience as a Customer Support Manager, Team Lead, or Supervisor. Strong background in customer service, support operations, sales, retention, or customer experience management. Native-level English (spoken and written). Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., Strong leadership, coaching, and conflict-resolution skills. Analytical mindset with the ability to leverage data and KPIs to drive performance and improvements. Experience building or scaling customer support teams. Experience creating SOPs, QA frameworks, feedback loops, or training programs. Experience working with remote or international teams. Global Exposure – Work with international clients across education and healthcare while being part of a growing global BPO organization. Stability & Support – Be employed by Adlecta, with structured HR, operational, and leadership support. Career Growth – Strong performers can grow into senior leadership, operations, or multi-client management roles. Professional Development – Gain hands-on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy.