Customer Support Manager

We're building a premium ecommerce brand and are looking for someone who can eventually own our entire customer experience department.

Initially you'll work directly with the founder.

As we grow, you'll build and lead the entire support operation.

This is not a basic customer support position.

We're looking for someone who thinks like an operator.

Responsibilities
Manage all customer support.
Answer customer emails.
Resolve complex customer cases.
Handle subscriptions.
Process refunds.
Manage chargebacks.
Communicate with payment providers.
Work with fulfillment partners.
Resolve shipping issues.
Improve customer satisfaction.
Build support SOPs.
Monitor KPIs.
Identify recurring issues.
Work proactively to reduce support tickets.
Hire, train and manage future support agents.
Own the customer experience.
We're looking for someone who
Is extremely organized.
Has excellent written English.
Understands human psychology.
Can de-escalate difficult situations.
Makes decisions independently.
Doesn't wait to be told what to do.
Is proactive.
Solves problems before they become problems.
Takes ownership.
Experience
Ecommerce customer support.
Shopify.
Recharge / subscription platforms.
Chargebacks.
Stripe.
PayPal.
Gorgias / Zendesk / HelpScout.
Order management.
Logistics.
Huge Plus

Experience with:

Scaling DTC brands
Health & wellness brands
Subscription businesses
Building support teams
SOP creation
KPI reporting
AI support systems
We are NOT looking for

? Virtual assistants

? Script readers

? People who only answer emails

? People needing constant supervision

? Reactive support agents

We're looking for someone who can eventually build and lead the entire customer success department.