52276052812 - Customer Support Manager (E-Commerce) job opportunity at Activate Talent.

Home Jobs In Philippines Tag: Job 52276052812 - Customer Support Manager (E-Commerce) position at Activate Talent


Date2025-12-23T14:44:30.260Z bot
Activate Talent 52276052812 - Customer Support Manager (E-Commerce)
Experience: General
Pattern: Full-time
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degreeGeneral
Philippines

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 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

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