Customer Support Manager

Freebird

81d

About The Position

At Freebird, we create innovative products that simplify daily routines, build confidence, and positively impact lives worldwide. Our mission is to make grooming effortless, enjoyable, and accessible for everyone. We are a bootstrapped, 9-figure brand built on smarter tools, fewer products, and solving real problems for real people. We are not here to add clutter or complexity. Instead, we move fast, learn every day, and build products and experiences that truly make a difference. Our values guide how we work, grow, and win together: 🌱 Embrace Growth and Change, 🚀 Never Settle, Always Improve, ⚡ Move Fast and Stay Ahead, 🧠 Keep it Simple, 🤝 Communicate Openly and Collaborate, 🙋‍♂️ Ask for Help and Support Each Other, 💡 Innovate Without Fear.

Requirements

• 3–5 years in CX leadership (Manager, Supervisor, or Team Lead) within e-commerce, CPG, subscription services, or a similar high-volume environment.
• Direct experience managing 15–30+ agents (including offshore/BPO teams).
• Hands-on experience with Shopify and Gorgias (minimum 1–2 years).
• Proven ability to build and run QA programs, create scorecards, and coach for performance improvement.
• Skilled in scheduling, staffing models, and SLA tracking.
• Comfortable reporting on CSAT, FRT, Resolution Time, Contact Rate, and Cost per Ticket, and maintaining multiple dashboards.
• Strong communicator, highly organized, and passionate about delivering excellent customer experiences.

Nice To Haves

• Familiarity with QA tools like Scorebuddy and workforce tools like Hubstaff.

Responsibilities

• Manage and support a team of 20+ agents and 2 Team Leads, fostering accountability and engagement.
• Provide coaching, feedback, and development opportunities that drive performance.
• Partner with Team Leads to identify training needs and implement PIPs when necessary.
• Help build and manage a QA program with clear scorecards, consistent audits, and actionable coaching.
• Ensure weekly QA reviews are completed for all agents, and calibrations are completed for Team Leads.
• Spot recurring issues and collaborate across teams to address root causes.
• Partner with the Director of Customer Support to refine support processes, document SOPs, and maintain accurate knowledge bases.
• Implement new Gorgias flows, macros, and automation to improve efficiency.
• Lead projects such as ongoing training programs, automation improvements, streamlining for returns and warranty, and additional as they arise.
• Own scheduling (with TL support), ensuring full coverage and SLA adherence.
• Monitor productivity, track ticket backlogs, and adjust staffing during peak periods.
• Report weekly on SLA performance, volume trends, and workload balance.
• Serve as the escalation point for complex or high-priority tickets, including outreach to low reviews and product ratings.
• Resolve issues with empathy and professionalism, ensuring customer trust and satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager