Customer Support Manager
About The Position
The Customer Support Manager will own every aspect of the customer experience leading up to a purchase and after a purchase is made. This individual will be a leader in our customer support department, ensuring every interaction reflects the premium quality of the STITCH brand. This role is responsible for overseeing customer service operations, developing support processes, managing support platforms, analyzing customer feedback, and partnering cross-functionally with Marketing, E-Commerce, Sales, Product, and Operations to continually improve the customer journey. We're looking for someone who enjoys solving problems, thrives in a fast-paced environment, and understands that outstanding customer service is one of the strongest drivers of brand loyalty.
Requirements
- Strong written and verbal communication skills.
- Highly organized with exceptional attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Passion for delivering exceptional customer experiences.
Nice To Haves
- Previous customer support and customer success experience.
- Experience working in Shopify or another e-commerce platform.
Responsibilities
- Lead all customer support operations across email, phone, and other customer communication channels.
- Deliver a luxury-level customer experience that aligns with the STITCH brand.
- Resolve escalated customer concerns with professionalism and empathy.
- Establish service standards and response time goals.
- Ensure every customer interaction reinforces brand loyalty.
- Analyze trends in customer feedback and identify opportunities to improve products, website experience, shipping, and policies.
- Present weekly customer experience reports to leadership.
- Communicate promotions and product launches accurately with Marketing.
- Improve website usability and customer journey with E-Commerce.
- Resolve shipping and fulfillment issues with Operations.
- Communicate recurring product feedback with Product Development.
- Ensure consistent communication across all customer touchpoints with Sales.
- Oversee returns, exchanges, warranty claims, and replacement processes.
- Ensure policies balance exceptional customer care with business objectives.
- Identify trends in product issues and communicate findings internally.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
