Customer Support Manager - USA (REMOTE)

Customer Support Manager Search conducted by Psyent Consultancy on behalf of a confidential client

REMOTE (United States) | Full-Time

About the Company

Our client 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, the brand is now building the internal infrastructure to match its growth - and customer experience is at the center of that.

About the Role

This is not a hands-on support agent role. We're looking for someone who can lead people, build systems, and own the entire customer experience function. You'll take full accountability for how the brand communicates with its customers - at scale, under pressure, and to a premium standard.

Responsibilities

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

What We're Looking For

• 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
• Comfortable with tools like Shopify, Gorgias, or similar platforms

Key Traits

• Ownership mindset - you treat the function as your own
• Structured, detail-oriented, and proactive
• High standards for both quality and speed
• Calm and effective under pressure and volume

What's on Offer

• Competitive compensation
• High ownership and real decision-making power
• Direct collaboration with operations and leadership
• The opportunity to build and shape CX from the ground up at a recognized global brand

APPLY HERE: Customer Support Manager Job