Customer Support Manager

Looking for one person to own customer support completely. Not a ticket-closer, but the person who builds the entire function. Month one, you're answering every ticket yourself. Month two, you've turned what you learned into documented systems. Month three, you're training the team you hired to run it while you focus on what's causing the tickets in the first place. If you need someone to hand you a playbook, this isn't it. You're writing the playbook. What you'll own Every inbound ticket, chat, and escalation across all channels: email, SMS, live chat, social DMs, phone if needed Billing and subscription issues, including refunds, cancellations, chargeback disputes, and failed payment recovery The full SOP library, written from zero: macros, decision trees, escalation paths, refund policy, tone guide, QA rubric Help center and knowledge base. Build it, maintain it, make it good enough to deflect real volume. Metrics and reporting: first response time, resolution time, CSAT, refund rate, contact rate per order, deflection rate The weekly readout on what's actually broken upstream. Support is the earliest warning system in the business and you'll treat it that way. Hiring, onboarding, and managing the team that scales under you Who you actually are 3+ years in DTC, subscription, or e-commerce support. Bonus if you've been the first or only support hire somewhere. You've written SOPs that someone else picked up and successfully followed. Have one ready to show. Fluent in helpdesk tooling (Gorgias, Zendesk, Front, Intercom, pick your poison) plus Stripe and Shopify or equivalents Native-level written English. Customers notice the difference. Comfortable being autonomous. You'll get context and priorities, not micromanagement. You see the pattern behind 40 identical tickets and go kill the root cause instead of just closing them faster Nice to have Regulated-vertical experience (health, finance, supplements) and awareness of the compliance constraints that come with it Experience building automation or AI-assisted workflows into a support stack Managed an offshore or distributed team before