Support manager
| Highest | $7,150 / mo · Switzerland |
|---|---|
| Experience | 5+ yrs |
| Degree | Not required |
| First paycheck | about 5 years experience, including 2 years leading |
Pay in the destination countries
Monthly, in US dollars. Each country is an Imora admission package — open one for that route's fees, language requirement and deadline.
| Country | Monthly |
|---|---|
| SwitzerlandIELTS 6.5 · CHF 0.9–8k | $7,150max |
| United StatesTOEFL 80–100 · $10–70k | $6,500 |
| NorwayIELTS 6.0–6.5 · NOK 130–260k | $5,450 |
| DenmarkIELTS 6.5 · DKK 45–135k | $4,700 |
| IrelandIELTS 6.0–6.5 · €10–25k | $4,550 |
| AustraliaIELTS 6.0–6.5 · AUD 30–50k | $4,400 |
What does the day look like?
Your day is rostering and shift cover, queue triage, escalation handling, quality sampling of tickets and calls, 1 to 1 coaching, hiring and onboarding, knowledge-base reviews, SLA and CSAT reporting, and joint work with product and engineering on repeat issues. You work in Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Jira Service Management, Talkdesk, Aircall, Five9 and Genesys Cloud for voice, Slack and Microsoft Teams for triage, Confluence and Notion for help-centre articles, and Looker, Tableau and Power BI for dashboards. You track first response time, resolution time, backlog, CSAT, NPS, QA score, adherence and attrition. Direct answering is about 20 percent of manager time, mostly escalations, while the other 80 percent is staffing, quality, reports and process. O*NET reports for the support track 100 percent daily email use, 95 percent indoors environmentally controlled, 88 percent daily face-to-face discussion, and 79 percent rating team work as very important.
SaaS with United States coverage and BPO centres run 24 by 7, so evening, night and weekend rotations, holiday cover and on-call escalation are normal. Remote managers cover the same rota from home with camera-on standups and screen-shared QA.
Where does this lead?
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