This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.Our client operates in a customer-focused e-commerce environment where delivering a seamless support experience is essential to customer satisfaction and retention. They are committed to providing responsive, proactive, and high-quality service across multiple support channels while continuously improving operational processes and team performance. The organization values collaboration, efficiency, and customer-centric problem-solving to ensure long-term client loyalty and business growth.LocationFully remote | 9 AM - 5 PM ESTRole OverviewThe Customer Support Manager will oversee the day-to-day operations of the customer support team, managing support channels including phone and email while ensuring an exceptional customer experience. This role is responsible for team leadership, escalation management, operational improvements, and maintaining high standards of service across all customer interactions.Key ResponsibilitiesTeam ManagementManage the customer support team, ensuring team members are well-trained, motivated, and delivering exceptional serviceSet clear goals, track performance, and provide ongoing feedback and coachingFoster a positive and collaborative team environment aligned with company goals and valuesCustomer Support & Escalation ManagementHandle customer phone calls and provide timely, effective solutions for inquiries and issuesEnsure customer inquiries are resolved quickly and professionally through Zendesk and other communication platformsProactively reach out to customers to address concerns before they escalate and maintain customer satisfactionIndependently resolve customer concerns and provide creative, solution-oriented supportOperational ExcellenceMonitor customer service metrics to maintain high customer satisfaction and response timesContinuously improve support processes to enhance efficiency and service qualityManage Shopify-related support tasks, including order management and troubleshootingReporting & DocumentationTrack and report on key customer support metrics such as response times, resolution times, and customer satisfaction ratesMaintain accurate records of customer interactions, complaints, and resolutions in ZendeskEnsure knowledge base articles and support resources remain updated and relevantQualificationsExperience2+ years of experience in customer support, with managerial experience considered a plusProven experience using Shopify and Zendesk to support e-commerce customersSkillsFluent English communication skills, both written and verbalStrong phone etiquette with the ability to build rapport naturally with customersAbility to make independent decisions and resolve issues effectively and efficientlyProactive and solution-oriented approach to customer serviceStrong understanding of customer service KPIs and service level metricsStrong leadership and team management abilities focused on coaching and motivating teamsHighly organized with the ability to manage multiple priorities simultaneouslyEmpathetic, patient, and passionate about delivering exceptional customer experiencesTech-savvy with the ability to quickly adapt to new software and platformsWhat Success Looks LikeA well-managed customer support team consistently delivering excellent serviceProactive customer outreach that reduces escalations and increases loyaltyEffective collaboration with cross-functional teams to improve the customer experienceEfficient support workflows that maintain high customer satisfaction levelsOpportunityThis role offers the opportunity to lead and grow a customer support function within a fast-paced e-commerce environment while directly impacting customer satisfaction and retention. The position provides leadership exposure, operational ownership, and the chance to improve customer experience processes while managing a collaborative and service-driven team.Application Process:To be considered for this role these steps need to be followed:Fill in the application formRecord a video showcasing your skill sets