Customer Support Manager (Remote)

We’re looking for a hands-on Customer Support Manager to build, lead, and scale a high-quality support organization. This is a “player-coach” role where you’ll design the foundation of support operations while also rolling up your sleeves to handle frontline support during the early stages.

What You’ll Do

• Build and refine support workflows, SOPs, and escalation paths.
• Manage day-to-day support operations and ensure timely, high-quality responses.
• Hire, train, and mentor a growing support team.
• Define and track KPIs such as SLAs, CSAT, response times, and efficiency.
• Evaluate and implement support tools, including automation and AI-driven solutions.
• Develop incident-response processes and knowledge-management systems.
• Partner closely with Product, Engineering, and Operations teams to surface customer insights.
• Maintain flexibility to support operational hours that may include evenings, weekends, or holidays.

What We’re Looking For

• 5–8+ years in customer support, customer success, operations, or similar functions.
• Experience leading or managing support teams.
• Proven ability to build or scale support processes in a high-growth or early-stage environment.
• Strong communication skills, both written and verbal.
• Comfortable working cross-functionally with technical and non-technical teams.
• Data-driven approach to improving support performance.
• Empathy, patience, and a customer-first mindset.
• Bonus: experience or interest in retail, grocery, or supply-chain technology.

Why This Role Is Exciting

• Build the entire support function from the ground up.
• High ownership and direct impact on customer satisfaction and product quality.
• Collaborate across teams and influence product direction with real customer insights.
• Work in a fast-moving, mission-driven environment focused on modernizing an essential industry.

Compensation & Work Model

• Salary range: $120,000–$150,000
• Competitive equity package
• Remote with travel