We are a fast-growing supplement brand looking for a Customer Support Manager who operates at the intersection of customer experience and intelligent automation. This is not a role for someone who manages tickets and checks boxes. We need a builder who thinks in systems, moves with urgency, and uses AI as a core operating tool — not just to draft emails, but to engineer workflows, reduce manual work, and create support infrastructure that scales without proportionally scaling headcount.

You will own our support operations end to end. That means processes, people, tools, and the integrations that tie them together. If you've personally built automations using tools like Zapier or Make and felt genuine satisfaction watching them run — this role was written for you.

What You Will Do

• Architect the CS Roadmap: Audit, redesign, and continuously improve our support systems and escalation paths to stay ahead of growth.

• AI & Automation Development: Build and maintain intelligent workflows using AI-connected automations through platforms like Zapier, Make, or similar tools. This includes AI-assisted triage, automated responses, and routing logic — not just rule-based macros.

• System Ownership: Create and maintain our full library of SOPs, macros, and internal documentation. If it exists in CS, you own it.

• Root Cause Problem Solving: Identify patterns in customer friction and work cross-functionally to eliminate issues at the source.

• Tech Stack Management: Own our full tool ecosystem (Commslayer, Shopify, and adjacent integrations), ensuring every automation, rule, and integration is performing and documented.

• Data-Driven Accountability: Own department KPIs (CSAT, Resolution Time, Efficiency) and use real data to drive every structural decision.

• Team Leadership: Hire, develop, and hold the team accountable to a high-output, high-ownership culture. Lead by example on communication and problem-solving standards.

Qualifications

• 5+ years leading customer service teams in a fast-paced eCommerce environment

• Hands-on AI integration experience: You have personally built automations using tools like Zapier, Make, or similar platforms — including connecting AI to real workflows, not just generating text or images

• Demonstrated history of improving a system or workflow in a previous role — bring specifics

• Shopify Expert: Strong hands-on experience with Shopify and its ecosystem of apps.

• Tool Mastery: Advanced proficiency in Gorgias, Zendesk, or similar platforms, specifically in building out automations and complex workflows.

• Strategic Thinker: Ability to translate raw data into actionable process changes.

• Communication: Exceptional written and verbal English with the ability to lead with authority and clarity.

• Commitment: Willingness to commit full-time and exclusively to our brand for the long term.

This Role Is Not for You If:

• You think "using AI" means generating text or images and nothing more

• You rely on someone else to scope or build your automations

• You need step-by-step direction and avoid owning strategic decisions

• You present problems without proposed solutions

• You measure success by stability rather than improvement