Customer Support Manager

Overview We are looking for a Customer Support Manager to lead, grow, and scale Freebird's CX team. You will ensure our agents have the tools, processes, and coaching they need to deliver consistent, high-quality support. This role blends leadership and operations. You will own QA, scheduling, and team development while also driving special projects that improve efficiency and customer satisfaction. As both a coach and a collaborator, you will empower agents and team leads to perform at their best while working cross-functionally to evolve our customer experience as Freebird continues to grow. Responsibilities Lead & Develop the Team: 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. Drive Quality & Performance: 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. Optimize Processes & Tools: 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; stay flexible in a rapidly evolving environment. Workforce & Capacity Planning: 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. Handle Escalations: 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. 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). Bonus: familiarity with QA tools like Scorebuddy and workforce tools like Hubstaff. 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. Benefits This is a chance to take on the challenge of building structure in a fast-growing, bootstrapped 9-figure brand. You\'ll have the freedom to explore what world-class support could look like and bring those ideas forward, helping to set the foundation for how Freebird delivers excellent customer service and satisfaction. You will also have the opportunity to create impact beyond day-to-day operations, leading projects that improve efficiency, strengthen our team, and raise the standard. Your contributions will directly shape how our support evolves. Additional Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Customer Service Industries: IT Services and IT Consulting #J-18808-Ljbffr