Customer Support Manager (Remote)

About Us:
We are a fast-growing ecommerce company seeking an experienced Customer Support Manager to join our growing team. Our mission is to deliver exceptional value and experiences to our customers through superior service and top-notch products. We leverage Gorgias to streamline our customer support tickets and workflow, ensuring our customers always receive prompt, thoughtful, and effective assistance.

Position Overview:
In this fully remote role, you will be responsible for managing our customer support operations, optimizing processes, mentoring the team, monitoring reviews, and ensuring every interaction reflects our brand values.

Key Responsibilities:
- Oversee day-to-day customer support operations across Amazon, Shopify, and Meta platforms, ensuring timely and high-quality responses.
- Manage and optimize Gorgias workflows to improve ticket management, team efficiency, and response times.
- Monitor support metrics (e.g., CSAT, response times, resolution rates) and implement data-driven improvements.
- Monitor and respond to customer reviews across all platforms (Amazon, Shopify, Meta, TrustPilot, BBB).
- Lead, train, and mentor a team of customer support agents to meet and exceed performance goals.
- Develop and maintain SOPs (Standard Operating Procedures) for customer support to ensure consistency.
- Handle escalated customer issues, ensuring they are resolved quickly and to the customer’s satisfaction.
- Collaborate with other departments (e.g., Operations, Marketing, Product) to address recurring issues and improve the overall customer experience.
- Stay updated on best practices and industry trends in ecommerce customer support.

Qualifications:
- 3+ years of experience in customer support, with at least 1 year in a managerial role.
- Proven experience managing customer support for ecommerce businesses, especially on Amazon, Shopify, and Meta.
- Proficiency in using Gorgias or similar customer support platforms is required.
- Strong leadership skills with the ability to motivate and manage a remote team effectively.
- Excellent written and verbal communication skills.
- Analytical mindset with experience tracking and interpreting support metrics.