Customer Support Manager

Customer Support Manager

Paul Gough Media is a rapidly growing marketing agency with offices in Hartlepool, UK, and Celebration, Orlando. We specialize in helping healthcare businesses worldwide—primarily in the UK, USA, Canada, and Australia—grow successful, thriving practices through world-class marketing and sales strategies. Our founder, Paul Gough, is a 5x Amazon best-selling author on Marketing, Sales, Hiring, and Leadership, and a former professional soccer Physical Therapist who built his own highly successful physiotherapy business from the ground up.

We have scaled from a one-person startup to a $5M+ annual business in just a few years, and we’re targeting $10M next. We need the right person to help us continue that momentum.

The Role

We’re looking for an experienced Customer Support Manager to oversee our US-based operations, ensuring top-tier service for our clients, maintaining high team standards, and fostering a strong company culture. This role will involve recruitment, team management, office operations, event coordination, and executive support for the CEO. If you are process-driven, highly organized, and passionate about creating an exceptional client and employee experience, this could be the perfect opportunity for you.

Key Responsibilities

• Recruitment & Team Management: Lead the hiring process for US-based positions, ensuring we attract and retain top talent.
• Operational Excellence: Develop, document, and enforce internal procedures to maintain efficiency and high standards across the company.
• Client Success & Office Management: Ensure smooth daily operations, maintain a world-class customer experience, and support the team in delivering outstanding service.
• Event Coordination: Plan and oversee company events, client workshops, and other key gatherings.
• Executive Support: Assist the CEO with travel arrangements, calendar management, and administrative duties to keep things running smoothly.
• Company Culture & Leadership: Uphold and improve company culture, reinforcing daily rituals and ensuring a positive and productive work environment.

What We’re Looking For

• Proven Leadership: Minimum of 2 years managing or supervising a team.
• Process & Systems Oriented: Experience using CRM software and implementing operational efficiencies.
• Strong Analytical Skills: Ability to interpret data and KPIs to drive decision-making.
• High Attention to Detail: Ensures nothing falls through the cracks and maintains high standards in all aspects of the role.
• Persistence & Proactivity: Takes initiative, solves problems independently, and follows through on commitments.
• Strong Organizational Skills: Ability to plan, schedule, and budget effectively.
• Experience in Recruitment & HR: Comfortable with hiring, onboarding, and performance management.

What We Offer

• Training & Development: Continuous support to help you grow in leadership and management.
• Career Growth: A chance to develop and lead a growing team while building your own leadership skills.
• Exciting Travel Opportunities: Trips across the US to expand our team and connect with clients in person.
• Competitive Salary: $60,000-$70,000 annually, with opportunities for increased earnings as we grow.

Location & Hours

• Location: Celebration, FL
• Hours: Monday-Friday, 9:00 AM - 5:30 PM

If you’re looking for a role where you can make a real impact, help drive a growing company forward, and work with a high-energy team that’s passionate about success, we’d love to hear from you!