52276052812 - Customer Support Manager (E-Commerce)

Job Title: Manager of Customer Support

Location: Remote

About the Role

The company is hiring a Manager of Customer Support to own and scale our global customer support operation. This leader will be accountable for performance, cost, and customer experience across all customer-facing support channels, while evolving customer support into a strategic, insight-driven customer experience (CX) function.

This is a senior, hands-on leadership role for someone who thrives in fast-paced DTC environments, is deeply data-driven, and knows how to balance exceptional customer experience with operational efficiency.

Key Responsibilities

Customer Support Leadership & Operations

• Own the Customer Support P&L, balancing customer experience, efficiency, and cost
• Lead, manage, and scale offshore internal customer support teams (based outside the US)
• Oversee customer support across all channels, including:
• Email
• Live chat
• Social media & DMs
• SMS / text messaging
• Ensure consistent, high-quality support across all customer touchpoints
• Establish clear processes, SLAs, and escalation paths

Performance, Metrics & KPIs

• Own and manage core customer support metrics, including but not limited to:
• Refund rate
• CSAT
• Cost per ticket
• CTO (Contact-to-Order / Contact-to-Outcome)
• First response time
• Resolution time
• Use data and reporting to identify trends, root causes, and opportunities for improvement
• Drive continuous optimization of team performance and customer outcomes

Platforms, Automation & AI

• Own and optimize the customer support tech stack, including Gorgias and Shopify
• Design and implement workflow automation to improve efficiency, response times, and quality
• Integrate AI-powered tools into CS processes, including:
• Ticket triage and routing
• Macros and response suggestions
• Self-service and help center solutions
• Insight and sentiment analysis
• Continuously improve tooling, workflows, and escalation logic as the business scales

Customer Experience & Insights

• Transform customer support from a reactive function into an insight-driven CX engine
• Build systems to collect, analyze, and synthesize customer feedback at scale
• Share actionable insights with Product, Marketing, Operations, and Leadership
• Partner cross-functionally to improve:
• Product quality
• Messaging and education
• Policies and processes
• Overall customer outcomes

Retention & Subscription Experience

• Lead or partner closely with retention-focused CS initiatives aimed at:
• Reducing churn
• Increasing subscription reactivation
• Improving customer lifetime value (LTV)
• Leverage support interactions as a driver of long-term customer relationships

Customer Satisfaction & Advocacy

• Drive initiatives to improve:
• Customer satisfaction (CSAT)
• Product reviews
• Net Promoter Score (NPS) and related CX metrics
• Ensure we deliver a best-in-class, brand-aligned support experience

Requirements

Qualifications

• Senior-level experience leading Customer Support for US-based DTC brands
• Experience supporting subscription-based products
• Proven success owning a Customer Support P&L and operating against performance and cost metrics
• Hands-on experience leading offshore internal customer support teams
• Strong working knowledge of Gorgias and Shopify
• Experience implementing automation and AI within customer support operations
• Demonstrated ability to elevate customer support into a strategic CX function
• Experience running or partnering with retention-focused CS teams
• Strong analytical, communication, and cross-functional leadership skills