Customer Support Manager

About Our Client

Our client creates products that give people a sense of safety and confidence. The company's mission is to help families be prepared for any emergency, from household accidents to unexpected threats. The team develops innovative and reliable life-saving solutions and is looking for like-minded people who share a passion for making the world a safer place.

About the Role

We're looking for a Customer Support Manager to build a world-class support operation from the ground up. This isn't just about handling tickets—it’s about creating a system that drives customer retention and business growth.

We need a leader who is ready to take full ownership. You aren't afraid to make decisions, manage all aspects of support—from hiring to implementing new tools—and shape the customer experience. You'll also be a hands-on manager, leading the team by example while building scalable processes.

This role is for an analytical and innovative individual who loves turning chaos into a well-oiled machine. You'll implement new technologies like AI and automation, expand into new channels, and use data to provide insights that influence our product, operations, and marketing strategies.

Responsibilities:

• Lead and coach the customer service team, with a focus on performance, growth, and retention

• Manage day-to-day support operations across all channels (email, chat, phone, social, etc.) for both inbound and outbound inquiries

• Build and scale the phone support team, including hiring, training, call scripts, and QA systems

• Maintain and improve KPIs like response time, CSAT, first-contact resolution, and ticket deflection

• Track and manage service-related costs (e.g., refunds, reships, goodwill credits) to reduce COG impact while maintaining satisfaction

• Oversee and optimize the returns and exchanges process for cost efficiency and customer delight

• Build scalable SOPs, macros, help center content, and automation flows

• Own and optimize our customer service tech stack (e.g., Gorgias, Zendesk, AI/chat tools)

• Surface actionable customer insights to Ops, Product, and Marketing

• Partner with Fulfillment, Supply Chain, and Finance to reduce avoidable order issues and COGs

• Design and test proactive service initiatives to reduce churn and boost repeat purchase rates

• Implement AI tools and automation to improve support efficiency and reduce ticket volume

What We're Looking For

• 4-5+ years of customer support experience, with at least 2 years in a management role

• Experience in DTC, e-commerce, or CPG environments preferred

• Experience building and scaling phone support teams, including systems, training, and QA processes

• Proven ability to hire, train, and develop high-performing support reps

• Strong people leader with a coaching mindset and accountability to KPIs

• Obsessed with operational efficiency, automation, and continuous improvement

• Skilled in support tools and ticketing systems (e.g., Gorgias, Zendesk, Help Scout)

• Data-driven and KPI-minded, with a strong bias toward scalable solutions

• Excellent communication, conflict resolution, and cross-functional collaboration skills

• Candidates should have at least a four-hour overlap with US hours to facilitate communication with team members based in the US.

Nice-to-Haves

• DTC or CPG brand experience

• Familiarity with proactive retention tactics or customer lifecycle management

• Global or extended-hour team management

• Exposure to CRM, CX, or NPS platforms