Customer Support Manager (Remote, Part-Time) - 2616

Customer Experience OwnerA well-established organization serving a loyal, worldwide community of subscribers. Their members count on every delivery arriving reliably, in print and online, and they notice the moment it does not. The team is looking for someone to own the customer experience.You will own the customer experience from order to renewal. You are the person customers contact about a missing delivery, an address change or a billing question, and the one who makes sure every request gets a clear answer the same day. You will also look for ways to build automations with the latest AI tools to make customer service faster and easier.Own the customer service inbox: respond to and resolve requests that come in by email, text and voicemailHelp customers with missing or late deliveries, address changes, renewals, billing, holds and cancellationsAnswer questions about products, gift orders, international shipping and app loginKeep customer records accurate in the subscription systemLog and report recurring problems so they can be fixed at the sourceMake day-to-day decisions on refunds, holds and special pricing within set guidelinesSpot friction in the customer experience and propose fixesRecommend and build basic automations so customers can self-serveOwn the customer service playbook: keep it current and improve it as you learnWillingness to learn and openness to new tools, including AIRuns a daily queue without supervision, with nothing sitting unanswered past a dayStrong attention to detail: when you resolve something, it has to be right the first timeConcise, accurate writing. Most of the job is written communicationPicks up new tools quickly (Gmail, Stripe, a CRM or subscription backend, RingCentral, and whatever comes next)Spots patterns, not just tickets, and proactively proposes fixesRemotePart-time to start, about 30 hours a week, weekdays between 9:30 AM and 5:30 PM ETBuilt to grow: as you take on more, the hours grow with it