Customer support Manager for rapid growth shopify store

Starting at approximately 20 hours per week, with the expectation to ramp quickly toward full time We are a fast-growing men’s ecommerce brand that has grown roughly 500% year over year. We move quickly, care deeply about the customer experience, and want someone who can take real ownership of support as we scale. We are looking for an individual, not an agency. You will work directly with us, manage a two-person support team, and be accountable for the overall quality of the customer experience. One team member currently focuses primarily on social media complaints and customer issues. In the beginning, you will also work on tickets yourself. We need someone willing to get close to actual customer conversations before improving the system around them. The goal is simple: turn customer support from a reactive function into a reason customers trust us, return, and stay loyal. What You’ll Own Manage and support two customer service team members Coordinate support coverage across Zendesk and social media Work directly on customer tickets, especially during the initial phase Monitor ticket volume, response times, quality, and unresolved issues Handle escalations and more sensitive customer situations Make sure customers receive accurate and consistent answers across channels Improve response times and reduce unnecessary back-and-forth Build and maintain SOPs, macros, policies, and escalation rules Review recurring complaints and identify the operational issue behind them Work with the rest of the team to fix root causes, not just answer the same problem repeatedly Track service metrics and provide clear updates on what is improving Suggest new ideas that improve the customer experience Tools You should be comfortable working in: Zendesk Slack Shopify Social media customer-service channels Returns and order-management workflows Customer Experience Improvement A major part of this role is identifying why customers are frustrated and helping solve the underlying issue. You will: Analyze recurring ticket categories and complaints Identify trends in returns, shipping issues, sizing questions, product confusion, or policy gaps Use available support and order data to understand where problems are happening Recommend operational, website, product, or communication changes Improve scripts and policies based on real customer behavior Look for opportunities to turn difficult interactions into loyal customer relationships We want someone who understands that the best support teams do more than close tickets. They make the entire company better. What Success Looks Like Response times improve across Zendesk and social channels Customers receive more consistent and accurate answers Escalations decrease Recurring issues are identified and addressed SOPs and policies stay current Both support team members receive clear direction and support Fewer issues require founder involvement Customer feedback leads to real improvements across the business Support becomes a stronger driver of retention and customer loyalty Working Structure and Growth This role will start part time at approximately 20 hours per week, but we expect the workload and responsibility to grow quickly toward full time. You will begin by working directly on tickets, managing the current two-person team, handling escalations, and improving our systems. As the company and support volume grow, you will help hire, train, and manage additional customer service team members. We are looking for someone who can grow from a hands-on support manager into the long-term owner of the customer service and experience function. To Apply Send a concise, human-written application of 3 to 15 sentences. Please tell us about: A customer service or experience improvement you suggested, implemented, and the result it produced Your experience managing customer service representatives Your experience with Zendesk, Shopify, returns, and social customer support Your willingness to work directly on customer tickets, especially in the beginning How you have improved response times, consistency, customer satisfaction, or retention What separates you from other applicants We value clear, thoughtful applications much more than long, generic AI-written responses.