# 52276052812 - Customer Support Manager (E-Commerce)

> Activate Talent · Philippines (Remote) · Full-time · Posted 2025-12-23

**Workplace:** remote

**Department:** AT1C

## Description

### Job Title: Manager of Customer Support

**Location:** Remote

### About the Role

The company is hiring a **Manager of Customer Support** to own and scale our **global customer support operation**. This leader will be accountable for **performance, cost, and customer experience** across all customer-facing support channels, while evolving customer support into a **strategic, insight-driven customer experience (CX) function**.

This is a senior, hands-on leadership role for someone who thrives in fast-paced DTC environments, is deeply data-driven, and knows how to balance **exceptional customer experience with operational efficiency**.

### Key Responsibilities

### Customer Support Leadership & Operations

-   Own the **Customer Support P&L**, balancing customer experience, efficiency, and cost
-   Lead, manage, and scale **offshore internal customer support teams** (based outside the US)
-   Oversee customer support across all channels, including:

-   Email
-   Live chat
-   Social media & DMs
-   SMS / text messaging

-   Ensure **consistent, high-quality support** across all customer touchpoints
-   Establish clear processes, SLAs, and escalation paths

### Performance, Metrics & KPIs

-   Own and manage core customer support metrics, including but not limited to:

-   Refund rate
-   CSAT
-   Cost per ticket
-   CTO (Contact-to-Order / Contact-to-Outcome)
-   First response time
-   Resolution time

-   Use data and reporting to identify trends, root causes, and opportunities for improvement
-   Drive continuous optimization of team performance and customer outcomes

### Platforms, Automation & AI

-   Own and optimize the **customer support tech stack**, including **Gorgias and Shopify**
-   Design and implement **workflow automation** to improve efficiency, response times, and quality
-   Integrate **AI-powered tools** into CS processes, including:

-   Ticket triage and routing
-   Macros and response suggestions
-   Self-service and help center solutions
-   Insight and sentiment analysis

-   Continuously improve tooling, workflows, and escalation logic as the business scales

### Customer Experience & Insights

-   Transform customer support from a reactive function into an **insight-driven CX engine**
-   Build systems to collect, analyze, and synthesize customer feedback at scale
-   Share actionable insights with **Product, Marketing, Operations, and Leadership**
-   Partner cross-functionally to improve:

-   Product quality
-   Messaging and education
-   Policies and processes
-   Overall customer outcomes

### Retention & Subscription Experience

-   Lead or partner closely with retention-focused CS initiatives aimed at:

-   Reducing churn
-   Increasing subscription reactivation
-   Improving customer lifetime value (LTV)

-   Leverage support interactions as a driver of long-term customer relationships

### Customer Satisfaction & Advocacy

-   Drive initiatives to improve:

-   Customer satisfaction (CSAT)
-   Product reviews
-   Net Promoter Score (NPS) and related CX metrics

-   Ensure we deliver a **best-in-class, brand-aligned support experience**

## Requirements

### Qualifications

-   Senior-level experience leading **Customer Support for US-based DTC brands**
-   Experience supporting **subscription-based products**
-   Proven success owning a **Customer Support P&L** and operating against performance and cost metrics
-   Hands-on experience leading **offshore internal customer support teams**
-   Strong working knowledge of **Gorgias and Shopify**
-   Experience implementing **automation and AI** within customer support operations
-   Demonstrated ability to elevate customer support into a **strategic CX function**
-   Experience running or partnering with **retention-focused CS teams**
-   Strong analytical, communication, and cross-functional leadership skills

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/D30FEDC594/apply)

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