About this role
Job Title: Manager of Customer SupportLocation: Remote
About the RoleThe 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 ResponsibilitiesCustomer 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