[Remote] Customer Support Manager - USA (REMOTE)
Note: The job is a remote job and is open to candidates in USA. Psyent is a fast-scaling global premium streetwear brand, and they are seeking a Customer Support Manager to lead their customer experience function. The role involves managing the support team, setting standards, and ensuring high-quality communication with customers.
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
Skills
- Proven experience managing a customer support team
- 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
- Experience in e-commerce or fashion
Benefits
- 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
Company Overview