Remote Support Manager Jobs
Remote support manager jobs are open across the U.S. in sectors like software, fintech, e-commerce, and SaaS, where distributed teams depend on strong customer support leadership to operate without an office. Companies hiring remotely right now include Jackson Hewitt, Vallen, and PetDesk. Find a role that fits below and apply directly.
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Showing 5 of 98+ Remote Support Manager jobs
IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.
At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.
If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.
Job Description
We are looking for a Customer Support Manager to join our EMX Support Team on a temporary basis to provide maternity leave coverage. This role leads EMX customer support operations through the IFS Service Centre process, ensuring customer cases are managed professionally, consistently and in line with global IFS support standards.
You will oversee the day-to-day activities of the EMX Support Team, including case management, prioritization, escalations, service-level expectations and customer communication. You will support and develop the team and work closely with internal teams such as R&D, QA, DB and Consulting to progress customer issues to resolution. The role also supports the continued alignment of EMX support operations with IFS standard processes, governance, customer communication, documentation and knowledge-sharing practices.
Knowledge of EMX/Empower MX, aviation maintenance software, enterprise application support or customer support operations would be beneficial.
Knowledge of aviation operations, including airline, MRO, business aviation or defense aviation environments, and awareness of maintenance planning, engineering, technical records or support processes in an aviation environment or similar would be beneficial.
The core activities include:
- Leading the day-to-day activities of the EMX Support Team, including workload management, case ownership, prioritization, escalations and customer communication.
- Providing oversight of customer support cases, incidents and service requests to ensure they are appropriately prioritized, documented and progressed in line with applicable support processes, service-level expectations and quality standards.
- Managing customer escalations and complex support situations, coordinating with customers and internal teams to establish clear ownership, next steps and communication.
- Ensuring clear, timely and professional customer communication through designated support tools, email and phone, while maintaining a high standard of customer service.
- Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues, manage dependencies and remove blockers affecting case resolution.
- Supporting and developing Support Team members through coaching, knowledge sharing, workload planning and skills and capability development.
- Ensuring appropriate classification and routing of customer requests, including distinguishing standard support work from consulting, implementation, enhancement or product-development activities.
- Supporting alignment and consistency of EMX support operations with global IFS standards, including case handling, prioritization, escalation, documentation, knowledge sharing and processes.
- Driving continuous improvement by identifying process gaps, recurring issues and opportunities to improve support workflows, documentation, knowledge content and operational practices.
What We’re Offering
- Salary Range: $85,000 - $95,000 base annualized
- Flexible paid time off, including sick and holiday
- Medical, dental, & vision insurance
- 401K with Company contribution
- Flexible spending accounts
- Life insurance and disability benefits
- Tuition assistance
- Community involvement and volunteering events
Qualifications
Experience & Qualifications:
- Experience in application support, technical support, service operations or a similar customer-facing support role.
- Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.
- Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.
- Ability to understand customer operational impacts and translate business issues into technical support activities.
- Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.
- Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.
- Experience with ServiceNow, Jira or similar work-tracking tools.
- A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.
- Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.
- Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.
- Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.
- Experience working in a regulated or compliance-driven operational environment.
- Experience working in an SLA / KPI-driven support environment.
Desirable:
- Knowledge of EMX / Empower MX or comparable aviation maintenance management systems.
- Knowledge of ITIL or similar practice.
- Experience contributing to knowledge management, process improvement or operational standardization.
Additional Information
This role involves shift, coverage or on-call participation depending on business and customer support requirements.
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer
IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.
At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.
If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.
Job Description
We are looking for a Customer Support Manager to join our EMX Support Team on a temporary basis to provide maternity leave coverage. This role leads EMX customer support operations through the IFS Service Centre process, ensuring customer cases are managed professionally, consistently and in line with global IFS support standards.
You will oversee the day-to-day activities of the EMX Support Team, including case management, prioritization, escalations, service-level expectations and customer communication. You will support and develop the team and work closely with internal teams such as R&D, QA, DB and Consulting to progress customer issues to resolution. The role also supports the continued alignment of EMX support operations with IFS standard processes, governance, customer communication, documentation and knowledge-sharing practices.
Knowledge of EMX/Empower MX, aviation maintenance software, enterprise application support or customer support operations would be beneficial.
Knowledge of aviation operations, including airline, MRO, business aviation or defense aviation environments, and awareness of maintenance planning, engineering, technical records or support processes in an aviation environment or similar would be beneficial.
The core activities include:
- Leading the day-to-day activities of the EMX Support Team, including workload management, case ownership, prioritization, escalations and customer communication.
- Providing oversight of customer support cases, incidents and service requests to ensure they are appropriately prioritized, documented and progressed in line with applicable support processes, service-level expectations and quality standards.
- Managing customer escalations and complex support situations, coordinating with customers and internal teams to establish clear ownership, next steps and communication.
- Ensuring clear, timely and professional customer communication through designated support tools, email and phone, while maintaining a high standard of customer service.
- Collaborating with R&D, QA, DB, Consulting and other internal teams to progress customer issues, manage dependencies and remove blockers affecting case resolution.
- Supporting and developing Support Team members through coaching, knowledge sharing, workload planning and skills and capability development.
- Ensuring appropriate classification and routing of customer requests, including distinguishing standard support work from consulting, implementation, enhancement or product-development activities.
- Supporting alignment and consistency of EMX support operations with global IFS standards, including case handling, prioritization, escalation, documentation, knowledge sharing and processes.
- Driving continuous improvement by identifying process gaps, recurring issues and opportunities to improve support workflows, documentation, knowledge content and operational practices.
What We’re Offering
- Salary Range: $85,000 - $95,000 base annualized
- Flexible paid time off, including sick and holiday
- Medical, dental, & vision insurance
- 401K with Company contribution
- Flexible spending accounts
- Life insurance and disability benefits
- Tuition assistance
- Community involvement and volunteering events
Qualifications
Experience & Qualifications:
- Experience in application support, technical support, service operations or a similar customer-facing support role.
- Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery.
- Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering.
- Ability to understand customer operational impacts and translate business issues into technical support activities.
- Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation.
- Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups.
- Experience with ServiceNow, Jira or similar work-tracking tools.
- A customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset.
- Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model.
- Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations.
- Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes.
- Experience working in a regulated or compliance-driven operational environment.
- Experience working in an SLA / KPI-driven support environment.
Desirable:
- Knowledge of EMX / Empower MX or comparable aviation maintenance management systems.
- Knowledge of ITIL or similar practice.
- Experience contributing to knowledge management, process improvement or operational standardization.
Additional Information
This role involves shift, coverage or on-call participation depending on business and customer support requirements.
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer
See All 98 Remote Support Manager Jobs
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Find Remote Support Manager JobsRemote Support Manager Job Market
Who's Hiring
- Jackson Hewitt14
- Vallen2
- PetDesk2
- Duncan Parnell2
- Quantum Health2
Top Industries Hiring
- Technology & Software
- Retail
- Medical Devices
- Banking & Financial Services
- Non-Profit & Social Services
What Employers Look For
The qualifications that appear most often in remote support manager jobs.
- Three or more years managing a customer support or technical support team
- Proficiency with help desk or CRM platforms such as Zendesk, Salesforce Service Cloud, or similar tools
- Demonstrated ability to build and report on support KPIs including CSAT, FCR, and AHT
- Experience writing or updating support documentation, escalation workflows, and agent playbooks
- Bachelor's degree in business, communications, or a related field, or equivalent work experience
- ITIL Foundation certification preferred for technical support manager roles in enterprise environments
Tips for Your Remote Support Manager Job Search
Apply early to remote roles that fit
Migrate Mate lists remote support manager openings from across the U.S. in one place, so you can find roles that match your background and apply directly without sifting through location-based listings.
Show async communication skills up front
Remote employers screen for written clarity before the first call. Use your resume summary and cover letter to demonstrate how you document processes, run standups in Slack, and keep distributed teams aligned without real-time meetings.
Highlight your remote toolstack explicitly
Name the platforms you've managed support through: Zendesk, Intercom, Freshdesk, or similar. Remote hiring managers read dozens of applications and move faster when they can see your toolstack matches theirs without having to ask.
Lead your resume with distributed team results
Generic management bullets don't stand out for remote roles. Frame your experience around outcomes you drove across time zones, like CSAT improvements, queue reduction, or response time targets hit without co-located coaching.
Remote Support Manager Jobs: Frequently Asked Questions
How do I get a remote support manager job?
Remote support manager roles go to candidates who can demonstrate they'll lead a distributed team effectively without in-person oversight. Remote-first SaaS companies, e-commerce platforms, and fintech firms hire most actively. Employers screen hard for async written communication, comfort with tools like Zendesk and Slack, and clear examples of driving team performance without daily face time. A history of managing remote agents or running cross-time-zone queues gives you a real edge.
Which companies hire remote support managers?
Employers currently hiring remote support managers include Jackson Hewitt, Vallen, and PetDesk, per current remote listings on Migrate Mate as of November 2026. Remote-first software companies, distributed e-commerce operations, and digital-native fintech firms make up the bulk of consistent remote hiring for this role.
Can you get a remote support manager job with no experience?
Yes, but remote entry-level support manager roles are harder to land because employers expect you to work independently from day one with minimal hand-holding. Your best path is through fully remote support specialist roles at smaller SaaS or e-commerce companies where internal promotion is common. Showing ownership of a project, a clear escalation process you built, or measurable customer satisfaction improvements can substitute for years on a resume.
Do you need a degree for remote support manager jobs?
Not always. Many remote employers care more about demonstrated results than formal education, particularly in tech and e-commerce. What opens doors instead is a strong record of leading support teams, fluency with helpdesk platforms like Zendesk or Freshdesk, and clear metrics around team performance and customer satisfaction scores.
Which industries hire the most remote support managers?
The sectors hiring the most remote support managers are Technology & Software, Retail, and Medical Devices, based on current remote listings on Migrate Mate as of November 2026. These industries rely on distributed support teams serving customers across multiple time zones, making remote support management a natural operational fit.
See All 98 Remote Support Manager Jobs
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