Customer Support Manager

About the role

We are seeking a Customer Support Manager to lead a fully remote team that serves U.S.-based e‑commerce clients. The role requires working US business hours (EST) and focuses on delivering high‑quality, proactive support across phone, email and ticketing platforms.

Key responsibilities

• Lead, train and motivate the customer support team, set goals and provide regular coaching.
• Handle inbound calls, resolve inquiries promptly and manage escalations through Zendesk and other channels.
• Monitor service metrics, improve processes and ensure fast response and resolution times.
• Oversee Shopify‑related support tasks, including order management and troubleshooting.
• Track and report on key performance indicators such as response time, resolution time and customer satisfaction.

Required profile

• Minimum 2 years of experience in customer support, with managerial experience considered a plus.
• Proven experience using Shopify and Zendesk in an e‑commerce environment.
• Fluent English communication skills, both written and verbal.
• Strong phone etiquette and the ability to build rapport with customers.
• Independent decision‑making and a proactive, solution‑oriented mindset.

Required skills

• Shopify
• Zendesk