Job Description

Customer Support Manager

Location: Alexandria, VA
Employment Type Full-Time
Compensation: $90,000+ annually & bonus incentives

Lead a high-performing team and elevate the customer experience in a fast-growing organization.

Serenity is hiring a Customer Support Manager to oversee daily operations, lead a customer-facing team, and ensure a consistent, high-quality experience across all interactions. This role is ideal for a people-focused leader who thrives in fast-paced environments and knows how to build strong, accountable teams.

💡 No industry-specific experience required We provide training on our systems and processes.

What You’ll Do

• Lead day-to-day operations in a high-volume, customer-focused environment

• Coach, develop, and hold team members accountable to service and performance standards

• Ensure every customer interaction is professional, efficient, and positive

• Oversee scheduling, workflow, and overall team productivity

• Monitor key performance metrics (KPIs) related to volume, efficiency, and experience

• Identify opportunities to improve processes and elevate team performance

What We’re Looking For

• 10+ years of leadership or operations experience in a fast-paced environment of at least 30 employees

• Proven ability to manage KPIs and hold performance-based conversations

• Strong communication skills with the ability to work with both people and data

• Confident leadership style with the ability to motivate and guide teams

• Ability to thrive in a growth-oriented, evolving environment

Nice to Have

• Experience in customer support, hospitality, retail, or other service-based leadership roles

• Background in customer experience or relationship-driven environments

• Experience leading teams through growth, change, or scaling operations

Pay & Benefits

• 90% employer-paid medical, dental, and vision insurance

• 401(k) retirement plan

• 10 PTO days (15 after first year)

• 10 paid holidays

About Serenity

Serenity is a growing organization focused on delivering high-quality, people-first experiences through structured programs and strong operational leadership. Our team is committed to creating an environment where customers feel supported and employees can grow and succeed.

Serenity is an Equal Opportunity Employer.