DTC Customer Support Manager
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S. market. Small team, strong execution, no fluff. We're looking for a Customer Support Manager to lead and scale our customer experience operation. If you're customer-obsessed, highly organized, calm under pressure, great with people, and enjoy building high-performing teams, we'd love to talk. You'll lead an overseas customer experience team and build the systems, processes, and culture that allow us to deliver exceptional support at scale. We support customers across the U.
S. 24/7, so maintaining smooth operations around the clock is critical. This is a true startup role. Things move fast, priorities change, and there isn't always a playbook. Today, most customer interactions happen through tickets and chat, and you'll help shape the future of the function as we grow through automation, AI-driven workflows, and potentially voice support.
What You'll Do
• Lead, coach, and develop an international customer experience team
• Own day-to-day customer operations across ticketing and chat channels
• Monitor team performance and maintain high service standards
• Create and improve processes and workflows
• Handle escalated customer issues when needed
• Partner with internal teams to identify customer pain points and drive improvements
• Build reporting and track key customer experience metrics
• Help scale the customer experience function as the company grows
• Work full-time from the office and maintain high availability during business hours Who we're looking for:
• Customer-obsessed with a passion for delivering exceptional support
• 3+ years of experience managing DTC customer support, customer experience, or customer operations teams for the US market.
• Experience leading remote or international teams
• Native-level English, written and spoken
• Strong leadership, communication, and organizational skills
• Ability to thrive in a fast-paced startup environment
• Experience with customer support platforms and ticketing systems
• Ownership mindset and strong attention to detail
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