Frontend Manager (People & Culture Experience) na Angel

 The Frontend Manager is responsible for shaping and elevating the customer experience through direct leadership of our support team. This role blends people management, customer advocacy, and training oversight to ensure our frontline agents have the tools, knowledge, and coaching they need to deliver excellent service. The Frontend Manager focuses on the “people and customer” side of support, building strong agent performance and ensuring our customers receive consistent, high-quality interactions. You’ll be part of a highly strategic leadership team, focused on driving sustainable growth and ensuring our support organization continues to evolve and stay relevant as the company grows.This role functions as a co-manager alongside the Backend Manager (Systems & Operations), with shared responsibility for leading the support team and clearly divided areas of focus to ensure full coverage of both people and systems needs.



Key Responsibilities

Knowledge Management

Own the creation, organization, and upkeep of internal knowledge resources, including policies, process documentation, and best practices.

Partner with the Backend Manager on maintaining the customer-facing knowledge base and self-service tools, ensuring content is accurate, accessible, and aligned with customer needs.

Agent Performance & Coaching

Lead regular coaching sessions and one-on-ones to support agent growth and performance improvement.

Establish clear performance standards and metrics, ensuring frontline agents consistently deliver excellent customer experiences.

Foster a culture of accountability, learning, and continuous improvement.

Escalations & High-Touch Support

Act as the point of contact for escalated or high-complexity customer cases, modeling strong customer engagement.

Partner with agents on developing resolution strategies that balance customer satisfaction with company policies.

Training & Quality Assurance

Design, develop, and deliver training resources and programs for new hire onboarding and continuing education.

Oversee ongoing QA processes, providing structured feedback to agents and ensuring quality standards are met.

Continuously evaluate training content for gaps and update materials to keep pace with evolving systems, policies, and customer expectations.

Customer Advocacy

Represent the voice of the customer internally by identifying trends, surfacing feedback, and collaborating with cross-functional teams to improve products, services, and processes.

Ensure customer insights inform business decisions and team strategies.

Team Oversight & Operations

Manage the distribution of workload across the support team, including chat and other customer-facing channels.

Work closely with Senior Agents to monitor day-to-day operations, ensuring coverage, efficiency, and a balanced workload.

Provide leadership and mentorship to team members, fostering engagement and professional development.

Qualifications

Qualifications3–5+ years of experience in customer support leadership or a similar role.

Proven ability to coach, train, and develop frontline teams.

Strong communication and interpersonal skills, with the ability to handle escalations diplomatically.

Experience with knowledge management systems and customer support tools.

Passion for customer experience and a deep understanding of how frontline performance shapes outcomes.

Adaptability & Growth As our team and business continue to grow, this role may evolve to meet new needs. Responsibilities may shift, expand, or specialize further depending on company priorities, new tools, and organizational direction. Flexibility, curiosity, and a proactive mindset will be key to long-term success in this position.

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