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Customer Success/Support Manager

Manage client support requests, oversee maintenance contracts, and ensure SLA compliance for ongoing client relationships.

Operations & SupportRemote — United States (Eastern Time overlap)Full-timeUpdated

What you will do

  • Handle support tickets and technical inquiries
  • Manage website maintenance contracts
  • Monitor and ensure SLA compliance
  • Create and maintain support documentation
  • Escalate complex issues to appropriate teams
  • Identify patterns and suggest process improvements

What you bring

  • 3+ years customer support or success experience
  • Experience with helpdesk/ticketing systems
  • Basic understanding of web technologies (HTML, DNS, hosting)
  • Excellent written communication skills
  • Patient, empathetic, and solution-oriented attitude

Helpful, but not required

  • Experience with Zendesk, Freshdesk, or similar
  • Knowledge of website maintenance tasks
  • Experience with CMS platforms
  • Technical troubleshooting experience

About Launchko

  • Launchko is a US-focused digital agency helping small businesses build clearer, faster, and more effective digital foundations.
  • Our remote team works directly with entrepreneurs and service businesses across the United States.
  • We value ownership, practical execution, direct feedback, and work that reaches real customers.

Careers at Launchko

Interested in this role?

Send us your experience and a short note about why the role fits. We typically review applications within five business days.