Customer Support Manager

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client operates in a customer-focused e-commerce environment where delivering a seamless support experience is essential to customer satisfaction and retention. They are committed to providing responsive, proactive, and high-quality service across multiple support channels while continuously improving operational processes and team performance. The organization values collaboration, efficiency, and customer-centric problem-solving to ensure long-term client loyalty and business growth.

Location

Fully remote | 9 AM - 5 PM EST

Role Overview

The Customer Support Manager will oversee the day-to-day operations of the customer support team, managing support channels including phone and email while ensuring an exceptional customer experience. This role is responsible for team leadership, escalation management, operational improvements, and maintaining high standards of service across all customer interactions.

Key Responsibilities

Team Management

• Manage the customer support team, ensuring team members are well-trained, motivated, and delivering exceptional service

• Set clear goals, track performance, and provide ongoing feedback and coaching

• Foster a positive and collaborative team environment aligned with company goals and values

Customer Support & Escalation Management

• Handle customer phone calls and provide timely, effective solutions for inquiries and issues

• Ensure customer inquiries are resolved quickly and professionally through Zendesk and other communication platforms

• Proactively reach out to customers to address concerns before they escalate and maintain customer satisfaction

• Independently resolve customer concerns and provide creative, solution-oriented support

Operational Excellence

• Monitor customer service metrics to maintain high customer satisfaction and response times

• Continuously improve support processes to enhance efficiency and service quality

• Manage Shopify-related support tasks, including order management and troubleshooting

Reporting & Documentation

• Track and report on key customer support metrics such as response times, resolution times, and customer satisfaction rates

• Maintain accurate records of customer interactions, complaints, and resolutions in Zendesk

• Ensure knowledge base articles and support resources remain updated and relevant

Qualifications

Experience

• 2+ years of experience in customer support, with managerial experience considered a plus

• Proven experience using Shopify and Zendesk to support e-commerce customers

Skills

• Fluent English communication skills, both written and verbal

• Strong phone etiquette with the ability to build rapport naturally with customers

• Ability to make independent decisions and resolve issues effectively and efficiently

• Proactive and solution-oriented approach to customer service

• Strong understanding of customer service KPIs and service level metrics

• Strong leadership and team management abilities focused on coaching and motivating teams

• Highly organized with the ability to manage multiple priorities simultaneously

• Empathetic, patient, and passionate about delivering exceptional customer experiences

• Tech-savvy with the ability to quickly adapt to new software and platforms

What Success Looks Like

• A well-managed customer support team consistently delivering excellent service

• Proactive customer outreach that reduces escalations and increases loyalty

• Effective collaboration with cross-functional teams to improve the customer experience

• Efficient support workflows that maintain high customer satisfaction levels

Opportunity

This role offers the opportunity to lead and grow a customer support function within a fast-paced e-commerce environment while directly impacting customer satisfaction and retention.