Overview

We are seeking an experienced and highly operational Customer Support Manager to lead and scale customer support operations for a fast-growing DTC ecommerce brand. This role is ideal for a strategic yet hands-on leader who understands e-commerce customer experience at scale and can build high-performing support systems, workflows, and teams. The ideal candidate has experience managing support operations in startup environments, implementing AI-assisted workflows, and driving operational improvements that directly impact customer satisfaction, retention, and profitability. You will play a critical role in building scalable support infrastructure while leading and developing a high-performing customer support team.

Schedule:

• Flexible within 12 PM to 12 AM PH time

Responsibilities

Customer Support Operations

• Manage and oversee day-to-day customer support operations across multiple channels
• Ensure high-quality customer experiences through efficient workflows and strong team execution
• Optimize response times, resolution quality, and escalation handling processes

Team Leadership & Development

• Coach, mentor, and develop customer support agents and team leads
• Build accountability systems and performance management frameworks
• Establish and monitor KPIs related to: CSAT, First response time, Resolution time, Refunds, Chargebacks, Escalation rates
• Conduct regular QA reviews and performance evaluations

AI & Automation Systems

• Build scalable support workflows using AI tools and automation platforms
• Implement AI-assisted support processes including: Macros, Automated workflows, Agent productivity systems, AI-driven support enhancements
• Identify opportunities to improve efficiency and reduce manual workload

Customer Experience & Escalation Management

• Oversee: Refund requests, Chargebacks, Payment disputes, Customer escalations, Review management
• Develop strategies to reduce: Negative customer reviews, Refund rates, Fraud and chargebacks, Escalations
• Improve retention through proactive customer experience initiatives

Operational Optimization

• Identify operational bottlenecks and implement scalable solutions
• Create and maintain SOPs, QA frameworks, and internal documentation
• Collaborate with operations, fulfillment, and marketing teams to improve the end-to-end customer journey
• Help scale support operations as the business continues to grow

Requirements

• Minimum 5 years experience managing customer support teams in the DTC/ecommerce industry
• Strong experience working in startup or high-growth ecommerce environments
• Deep understanding of: Customer support operations, Workflow optimization, SOP creation, Customer experience management
• Proven experience implementing AI-assisted workflows and automation systems
• Strong leadership, coaching, and people management skills
• Experience managing: Refunds, Chargebacks, Payment disputes, Customer escalations, Review management
• Data-driven mindset with experience analyzing customer support KPIs and operational metrics
• Strong communication, organizational, and problem-solving skills
• Fast learner with the ability to adapt quickly to operational changes and internal workflows

Preferred Qualifications

• Experience with platforms such as: Gorgias, Zendesk, Shopify, Slack, Notion, AI automation tools
• Experience managing remote or international customer support teams
• Background in high-volume ecommerce support environments
• Proven success reducing refunds, chargebacks, and negative reviews through operational improvements
• Plus points for experience working with shoe or footwear brands

Ideal Candidate Profile

• Strategic and highly execution-focused
• Comfortable operating in fast-paced startup environments
• Strong systems thinker with operational leadership experience
• Passionate about customer experience and team development
• Able to balance automation with personalized customer support
• Proactive problem-solver with strong accountability mindset

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.