Job description:

About GUAPI

GUAPI 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, GUAPI is now entering a critical phase: transitioning from a fast-growing brand into a structured, scalable, and investor-ready company.

We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team.

This role is not just about answering messages it’s about managing people, building systems, and continuously improving how we handle customer interactions at scale.

Responsibilities

• Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms)
• Ensure the team delivers fast, accurate, and high-quality responses
• Set clear standards, workflows, and expectations for the support team
• Monitor team performance (response time, resolution rate, customer satisfaction)
• Train, guide, and improve team members continuously
• Identify weak points in the team and fix them (process, people, or tools)
• Handle escalations and complex customer cases
• Build and optimize support systems, templates, and automations
• Implement and manage AI-driven support solutions where relevant
• Work closely with operations, logistics, and fulfillment to resolve issues efficiently
• Maintain a premium and consistent GUAPI brand tone across all 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
• Clear and professional communication skills
• Comfortable with tools like Shopify, Gorgias, or similar platforms

Key Traits

• Ownership mindset
• Structured and detail-oriented
• Proactive and solution-driven
• High standards for quality and speed
• Able to manage pressure and volume

Goal of the Role

Build and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.