Senior Customer Support Manager

The Company: 

Push is an all-in-one platform that helps businesses grow and scale their companies by simplifying HR, payroll, time tracking, and scheduling. Our purpose is to help our customers free up their time by making people management ridiculously easy, so they can focus on their passion.

Our customer base includes some of the biggest brands, such as Earls Restaurant, Cactus Club, Denny's and more.   

The Team: 

We're a group of dog-loving and game-playing people who place a high priority on competence and efficiency, but an even higher stock in personable and positive individuals that mesh with our culture and are willing to grow with us. As  part of our rapidly growing team you will play an important and unique role in working towards our mission to create the best people management system for our customers so they can spend more time doing what they love.

The Role:

We're looking for a Senior Customer Support Manager to join our growing Customer Support (CS) team In this role, you will play a key part in leading and scaling our Support organization to deliver world-class service to Push's customers, and you will be responsible for driving operational excellence, developing high-performing support teams, elevating customer experience metrics, and building modern, AI-enhanced support workflows that enable speed, accuracy, and consistency.

Location:

Recently the world has changed so we are changing with it. We're embracing new ways of working and are constantly adapting our practices to ensure that wherever you are working from, you feel a part of the team and have everything you need to work comfortably. This role will be based in our Mexico office.

Responsibilities: 

• Lead, mentor, and develop a team of Customer Support Agents and Team Leads, ensuring high performance and accountability.
• Define and execute the Support strategy, aligning team goals with company objectives and customer experience outcomes.
• Improve support operations by optimizing workflows, SLAs, escalation paths, and quality assurance programs.
• Build an AI-native support ecosystem, including automated troubleshooting, self-serve experiences, and knowledge architecture that enhances speed and accuracy.
• Collaborate closely with Product, Engineering, Education, and Implementation teams to share customer feedback, drive product improvements, and support smooth cross-functional communication.
• Monitor and report on key metrics (CSAT, FRT, resolution time, ticket volume trends, efficiency metrics).
• Oversee hiring, onboarding, and continuous training to ensure a scalable and skilled Support organization.
• Manage complex customer escalations with empathy, clarity, and a focus on root-cause resolution.
• Drive initiatives that reduce support volume through improved content, automation, and proactive customer education.
• Uphold a customer-centric culture and represent the voice of the customer within the broader organization.

Why Push?

Do what you love It's the key to happiness. That's why at Push we aim to create a supportive environment to help foster your passion for work, and keep you feeling energized and happy so you can do more of what you love.

Grow Yourself. We want to see you win in all areas. At Push, our mantra is: you will grow professionally and personally. We drive conversations around your personal and professional goals. Let's crush it together.

Make an Impact. At Push, we believe everyone is born a genius, and our responsibility is to develop that genius within. Impact is our key metric - that's why we challenge Pushies to show up as their authentic selves while creating a legacy.

Check out our About Us video:

Additional Information

At Push, we place value on different types of experiences. If your experience looks a little different from what we've listed but you think you're a good fit, we would still love to hear from you. 

We celebrate diversity and promote equal opportunity. We appreciate what makes each of our team members different and encourage you to apply, no matter who you are or how you identify.

Requirements: 

• 5+ years of experience in Customer Support or Customer Experience, with at least 2 years in a leadership role.
• Proven track record of building and managing high-performing support teams in a SaaS or technology environment.
• Strong understanding of support operations, metrics, and systems.
• Excellent communication, coaching, and interpersonal skills.
• Ability to manage escalations and navigate complex, emotionally charged customer situations.
• Experience working cross-functionally with Product, Engineering, and Operations.
• Highly organized with strong analytical and decision-making skills.
• Comfortable working in a fast-paced, remote-first environment.

Bonus Skills and Qualifications

• Experience implementing or managing AI-powered tools in a support environment.
• Previous work in payroll, workforce management, HRIS, or related industries.
• Familiarity with Zendesk, Intercom, or similar ticketing systems.
• Experience supporting large, multi-location businesses (hospitality, retail, staffing).
• Bilingual in English and Spanish