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A Support Manager is responsible for the management of a customer service team. This involves overseeing the daily operations of the team and making sure that all customer inquiries are addressed in a timely and efficient manner. The Support Manager sets goals for the service team, monitors service quality and performance, and evaluates customer feedback in order to ensure a consistently positive customer experience. They also are responsible for providing support to customers, resolving customer issues, updating and maintaining customer service standards and procedures, and managing customer service resources including staff and equipment.

The Support Manager plays an essential role in establishing customer relationships and building customer loyalty. They are the link between customer and company, and are a key part of creating an image of professionalism and reliability. Good Support Managers are able to communicate clearly, remain calm under pressure, and demonstrate excellent problem solving skills in order to deliver a positive customer experience. They also possess the ability to work cross-functionally with sales, marketing, and product teams in order to provide full customer support. In short, Support Managers are the cornerstone of a successful customer service team and are critical to the success of any organization.