[Hiring] Customer Service Manager @Breeze Workforce Foundation

Role Description

We're hiring our first Customer Service Manager to own the member experience from first login to renewal. You'll start as a hands-on player-coach: answering tickets, guiding members through their subscriptions, and fixing what slows them down. As we grow, you'll build and lead the support team, the processes, and the knowledge base behind it. This role reports to the Founder and works closely with product, marketing, and our recruiter team. It is ideal for someone who loves solving problems for people under pressure and wants to build a support function from the ground up.

What you'll do

• Help members get the most from their subscription
• Guide members through plan selection, upgrades, downgrades, renewals, billing questions, and cancellations across Basic, Pro, and Recruiter plans.
• Onboard new subscribers so they reach their first win fast: a tracked application, a tailored resume, or a booked recruiter session.
• Troubleshoot account, login, and Chrome extension issues, and escalate bugs to product with clear reproduction steps.
• Spot members at risk of churning and reach out before they cancel.
• Own the ticket queue
• Answer support tickets by email and chat with speed, accuracy, and warmth.
• Set and meet response and resolution standards, and keep the queue clean and prioritized.
• Handle escalations, refund requests, and sensitive conversations with judgment and empathy.
• Tag and track ticket trends, and share a monthly summary of top issues and product feedback with leadership.
• Build the team as we grow
• Write the help center, macros, and internal playbooks that let support scale beyond one person.
• Choose and configure support tools (help desk, live chat, knowledge base) as volume grows.
• Recruit, hire, onboard, and coach new support team members.
• Define staffing plans, schedules, and coverage as subscriber volume increases.
• Create a culture where every member feels heard and every teammate knows what great looks like.

Qualifications

• 4+ years in customer service or customer support, with at least 1 year leading people or owning a support function.
• Experience supporting a subscription or SaaS product, including billing, renewals, and cancellations.
• Hands-on skill with a help desk platform such as Zendesk, Freshdesk, Intercom, or HubSpot Service Hub.
• Clear, friendly writing, and the ability to explain technical steps to non-technical people.
• Calm judgment with frustrated customers, and comfort deciding when to bend a policy.
• A builder's mindset: you create processes and documentation without being asked.
• Comfort with metrics such as first response time, resolution time, CSAT, and churn.

Nice to have

• Background in recruiting, career services, HR, or workforce development.
• Experience as the first support hire at a startup and scaling the team from there.
• Familiarity with Stripe or similar billing tools, and with Chrome extensions.
• Experience building a self-service help center that measurably reduced ticket volume.
• Bilingual in English and Spanish.

How we'll measure success

• In your first 90 days, you will:
• Take full ownership of the ticket queue and set response and resolution standards.
• Launch a help center covering the top 20 member questions.
• Map the subscription journey and identify the biggest causes of cancellations.
• Deliver a support staffing plan tied to subscriber growth.
• Ongoing, we'll look at:
• First response time and resolution time
• Customer satisfaction (CSAT)
• Subscriber retention and saves from cancellation
• Ticket volume deflected by self-service
• Team engagement and growth as you hire