Customer Support Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and lead the customer support team across all communication channels (email, Instagram DMs, support platforms)

• Ensure the team provides prompt, accurate, and high-quality responses

• Establish clear standards, workflows, and expectations for the support team

• Evaluate team performance (response time, resolution rate, customer satisfaction)

• Continuously train, guide, and enhance the skills of team members

• Identify areas for improvement within the team and address them (process, personnel, or tools)

• Manage escalations and intricate customer issues

• Develop and refine support systems, templates, and automation processes

• Implement and oversee AI-driven support solutions where applicable

• Collaborate closely with operations, logistics, and fulfillment to resolve issues promptly

• Uphold a premium and consistent GUAPI brand tone in all communications

⛳️ Requirements

• Demonstrated experience in managing a customer support team (preferably in e-commerce or fashion)

• Strong leadership and team management capabilities

• Proficient in building systems and processes, rather than merely executing tasks

• Exceptional organizational skills and a strong sense of accountability

• Excellent decision-making and problem-solving skills

• Clear and professional communication abilities

• Familiarity with tools such as Shopify, Gorgias, or comparable platforms

🏝️ Benefits

• Competitive salary and performance-based incentives

• Opportunities for professional development and career advancement

• Supportive and collaborative work environment

• Flexible working hours and remote work options