Customer Support Manager (Ecommerce)

We are a fast-growing supplement brand looking for a Customer Support Manager who is genuinely obsessed with efficiency and continuous improvement. This is not a role for someone who just wants to maintain the status quo or follow a manual. We need a leader who looks at a process and immediately thinks of three ways to make it faster, smarter, and better.

You will be responsible for building and scaling our support operations. We want someone who takes deep pride in ownership, turns chaos into systems, and ensures our customer experience is a competitive advantage. If you are a builder who thrives on fixing broken workflows and implementing high-level strategy, we want to talk to you.

What You Will Do

• Optimize & Implement: You will be the architect of our CS roadmap, constantly auditing and improving systems to ensure we stay ahead of our growth.
• System Ownership: Beyond just managing tickets, you will create, improve, and maintain our entire library of SOPs, macros, and internal documentation.
• Problem Identification: You will proactively identify patterns in customer friction and work across departments to solve issues at the root.
• Tech Stack Management: Take full ownership of our tools (Gorgias, Shopify, etc.), ensuring all automations, rules, and integrations are running at peak performance.
• Accountability: Own the department KPIs (CSAT, Resolution Time, Efficiency) and use data to drive every decision you make.
• Hiring: Hire, promote, and remove underperformers to maintain a high-output, accountable team culture
• Lead by Example: Set the standard for communication and problem-solving, eventually leading the hiring and training as the team scales.

Qualifications

• 5+ years leading customer service teams of 15+ in a fast-paced eCommerce environment
• Obsession with Improvement: You must be able to demonstrate how you have personally improved a system, workflow, or department in a previous role.
• Shopify Expert: Strong hands-on experience with Shopify and its ecosystem of apps.
• Tool Mastery: Advanced proficiency in Gorgias, Zendesk, or similar platforms, specifically in building out automations and complex workflows.
• Strategic Thinker: Ability to translate raw data into actionable process changes.
• Communication: Exceptional written and verbal English with the ability to lead with authority and clarity.
• Commitment: Willingness to commit full-time and exclusively to our brand for the long term.

This Role is Not for You If:

• You view this as "just a job" rather than something you take personal pride in building
• You need step-by-step direction and shy away from strategic decisions
• You're uncomfortable holding people accountable or addressing underperformance
• You present problems instead of solving them
• You want a comfortable, predictable 9-to-5 job