Manager, Customer Support

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

The Manager, Customer Support at Squire will lead the day-to-day operations of our highly motivated and high-performing Customer Support team. This role is pivotal in ensuring our frontline support specialists provide exceptional service to our customers while managing team performance and continuous improvement. The Manager will oversee the consistent delivery, staffing, coaching, and operational performance of the team, ensuring our customers get the help they need when they need it. This role focuses on building a strong, engaged team, optimizing support processes, and driving efficiency to support our vision of being the industry leader in customer support. 

REPORTS TO

Director, Customer Support 

JOB DUTIES AND RESPONSIBILITIES

• Track and improve key performance metrics for Tier 1 agents (CSAT, response time, resolution time, FCR, QA) by providing regular performance feedback
• Manage and support Tier 1 Agents and Team Leads, ensuring continuous development through coaching, feedback, and training
• Drive process optimization initiatives to improve team efficiency and customer satisfaction, focusing on scalable solutions for team growth
• Oversee  staffing levels, managing schedules and ensuring live channel coverage to meet customer demand effectively  
• Act as an escalation point for complex issues, ensuring proper triage and handoff to Tier 2 Support as needed. Monitor case resolutions to ensure customer satisfaction
• Support the recruitment, hiring, and retention of top talent to continuously grow and strengthen our Support team
• Work cross-functionally with leaders across the organization to ensure consistent and high-quality experiences for Squire customers




The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

PREFERRED EXPERIENCE AND QUALIFICATIONS

• Previous experience leading direct reports
• Willingness and ability to be a player/coach as needed
• Strong emotional intelligence and ability for dynamic partnership across departments
• Self-motivated and self-sufficient with a strategic mindset
• Previous experience extracting data insights for reporting and decision making
• Experience with Workforce management optimization and best practices
• Flexibility to work weekends/evenings

WHAT WE OFFER

• Competitive Base Salary ($80,000 - $100,000)
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

Interview Accommodations

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to recruiting@getsquire.com and someone on our team will respond to your request.

EEO Provision

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

E-Verify Participation

SQUIRE participates in E-Verify. Learn more about E-verify here.