CX / Support Manager

The CX / Support Manager serves as the sole people manager for all hourly support agents, overseeing performance management, development, and the direct employment relationship across L1 and L2 levels. This operational leadership role translates strategic direction into team-level goals, manages day-to-day queue health, handles Level 3 escalations, and ensures collectors are served effectively every day. The position requires strong expertise in support economics, team retention, and cross-functional coordination to drive customer experience improvements.