About the job
Job Title: Customer Support Manager
Location: Remote
About the Position
Join our dynamic team as a Customer Support Manager where you will take charge of expanding our global customer support operations. In this pivotal role, you will oversee performance, cost management, and customer experience across all support channels, transforming customer support into a strategic, insight-driven customer experience (CX) function.
This senior leadership position is ideal for someone who excels in fast-paced direct-to-consumer (DTC) environments and is committed to leveraging data to enhance both customer satisfaction and operational efficiency.
Key Responsibilities
Leadership & Operations
- Manage the Customer Support P&L to ensure a balance between customer experience, operational efficiency, and cost-effectiveness.
- Lead and scale offshore internal customer support teams located outside the US.
- Supervise customer support across all channels, including:
- Live chat
- Social media & DMs
- SMS/text messaging
- Guarantee consistent, high-quality support across all customer touchpoints.
- Establish clear processes, SLAs, and escalation paths.
Performance Metrics & KPIs
- Manage essential customer support metrics, such as:
- Refund rate
- Customer Satisfaction Score (CSAT)
- Cost per ticket
- Contact-to-Order (CTO) metrics
- First response time
- Resolution time
- Utilize data and reporting to identify trends and areas for improvement.
- Drive continuous optimization of team performance and customer outcomes.
Technology & Automation
- Oversee the optimization of the customer support tech stack, including Gorgias and Shopify.
- Design and implement workflow automation to enhance efficiency and response quality.
- Integrate AI-driven tools into customer support processes, such as:
- Ticket triage and routing
- Macros and automated response suggestions
- Self-service and help center solutions
- Insights and sentiment analysis
- Continuously refine tooling, workflows, and escalation logic as the organization scales.
Customer Experience & Insights
- Transform customer support from a reactive function into an insight-driven CX powerhouse.
- Develop systems to gather, analyze, and synthesize customer feedback at scale.
- Share actionable insights with Product, Marketing, Operations, and Leadership teams.
- Collaborate cross-functionally to enhance overall customer experiences.
