Customer Support Manager – Remote (US Hours)

About the role

This remote position supports U.S.-based e‑commerce clients and requires working US business hours. The Customer Support Manager will lead a multilingual support team, oversee phone and email channels, and ensure a seamless customer experience.

Key responsibilities

• Manage and coach the customer support team, set goals, track performance, and foster a collaborative environment.
• Handle inbound customer calls, resolve inquiries promptly, and use Zendesk and other platforms for ticket management.
• Proactively reach out to customers to prevent escalations and maintain high satisfaction.
• Monitor service metrics, improve processes, and manage Shopify‑related support tasks such as order handling and troubleshooting.
• Track and report on response times, resolution times, and satisfaction rates; keep knowledge‑base articles up to date.

Required profile

• Minimum 2 years of customer support experience; managerial experience is a plus.
• Fluent English communication, both written and verbal.
• Strong phone etiquette and ability to build rapport with customers.
• Independent decision‑making and a proactive, solution‑oriented approach.

Required skills

• Shopify
• Zendesk