Note: The job is a remote job and is open to candidates in USA. The client operates in the health and wellness space and is hiring a Customer Support Manager. This hands-on leader will own the customer support operation, manage team performance and coverage, handle escalations, improve processes and documentation, and optimize customer experience tools, automation, and reporting.
Responsibilities
- Manage the day-to-day operation of the customer support team, ensuring proper coverage across phone, live chat, general support, and refund objection teams, including weekends, holidays, promotions, and peak periods
- Monitor individual and team performance across response and resolution times, customer satisfaction, phone performance, ticket volume, backlog, refund rates, and other KPIs; coach agents through feedback, quality checks, training, and performance reviews
- Act as the escalation point for difficult customer situations; work closely with Operations, Sales, Logistics, Product, and other teams when issues require action outside Customer Support
- Maintain and improve SOPs, macros, documentation, troubleshooting processes, and training materials; keep the department organized with clear processes, responsibilities, and expectations
- Keep Gorgias optimized across rules, views, filters, tags, automations, routing, macros, and reporting; use AI and automation to improve workflows, response speed, trend identification, and reduce repetitive work
- Work across Gorgias, Shopify, Airtable, CRM systems, and other CX tools; analyze tickets, calls, refunds, complaints, product issues, and customer feedback to identify recurring problems, understand root causes, and help prevent them
Skills
- We need someone who has previous experience managing a customer support team and is comfortable taking real ownership of the department
- Most importantly, we are looking for someone who can balance two things well: delivering a genuinely strong customer experience while also running an efficient, structured, and accountable support operation
- This is not a role for someone who only wants to supervise from a distance. We need someone who understands what is happening on the floor, can step into difficult situations when necessary, keeps the team performing at a high level, and continuously looks for ways to make the operation better
- Strong knowledge of Gorgias is highly preferred, particularly someone who understands more than simply answering tickets and can actually improve the way the platform is configured and used
- Experience with Shopify, Airtable, and CRM systems, reporting, automation, and AI tools is also valuable
Company Overview