Customer Support Manager

Breeze Unlimited•Dallas, TX

About The Position

About GUAPI GUAPI is a fast-scaling global premium streetwear brand, with strong traction across the US, Japan, and Europe. Known for bold design, limited drops, and cultural relevance, GUAPI is now entering a critical phase: transitioning from a fast-growing brand into a structured, scalable, and investor-ready company. We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team. This role is not just about answering messages it’s about managing people, building systems, and continuously improving how we handle customer interactions at scale.

Requirements

Proven experience managing a customer support team (preferably in e-commerce or fashion)
Strong leadership and people management skills
Ability to build systems and processes, not just execute tasks
High level of organization and accountability
Strong decision-making and problem-solving ability
Clear and professional communication skills
Comfortable with tools like Shopify, Gorgias, or similar platforms

Nice To Haves

Ownership mindset
Structured and detail-oriented
Proactive and solution-driven
High standards for quality and speed
Able to manage pressure and volume

Responsibilities

Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms)
Ensure the team delivers fast, accurate, and high-quality responses
Set clear standards, workflows, and expectations for the support team
Monitor team performance (response time, resolution rate, customer satisfaction)
Train, guide, and improve team members continuously
Identify weak points in the team and fix them (process, people, or tools)
Handle escalations and complex customer cases
Build and optimize support systems, templates, and automations
Implement and manage AI-driven support solutions where relevant
Work closely with operations, logistics, and fulfillment to resolve issues efficiently
Maintain a premium and consistent GUAPI brand tone across all communication