Customer Support Manager

A company is looking for a Customer Support Manager to lead and develop its customer experience team.

Key Responsibilities

Manage and support a team of 20+ agents and 2 Team Leads, providing coaching and development opportunities

Build and manage a QA program to ensure high-quality support and performance improvement

Own scheduling and capacity planning to ensure full coverage and adherence to service level agreements (SLAs)

Required Qualifications

3-5 years of experience in customer experience leadership within e-commerce or similar environments

Hands-on experience with Shopify and Gorgias, with familiarity in QA and workforce tools preferred

Proven ability to build and run QA programs and coach for performance improvement

Experience in scheduling, staffing models, and SLA tracking

Strong organizational skills and a passion for delivering excellent customer experiences