Customer Support Manager

Description

The Customer Support Manager will own every aspect of the customer experience leading up to a purchase and after a purchase is made. This individual will be a leader in our customer support department, ensuring every interaction reflects the premium quality of the STITCH brand.

This role is responsible for overseeing customer service operations, developing support processes, managing support platforms, analyzing customer feedback, and partnering cross-functionally with Marketing, E-Commerce, Sales, Product, and Operations to continually improve the customer journey.

We're looking for someone who enjoys solving problems, thrives in a fast-paced environment, and understands that outstanding customer service is one of the strongest drivers of brand loyalty.

What You'll Do:

Customer Experience

• Lead all customer support operations across email, phone, and other customer communication channels.
• Deliver a luxury-level customer experience that aligns with the STITCH brand.
• Resolve escalated customer concerns with professionalism and empathy.
• Establish service standards and response time goals.
• Ensure every customer interaction reinforces brand loyalty.

Customer Insights

• Analyze trends in customer feedback and identify opportunities to improve products, website experience, shipping, and policies.
• Present weekly customer experience reports to leadership.

Cross-Functional Collaboration

Report directly to marketing but partner closely with:

• Marketing to communicate promotions and product launches accurately.
• E-Commerce to improve website usability and customer journey.
• Operations to resolve shipping and fulfillment issues.
• Product Development to communicate recurring product feedback.
• Sales to ensure consistent communication across all customer touchpoints.

Returns & Warranty Management

• Oversee returns, exchanges, warranty claims, and replacement processes.
• Ensure policies balance exceptional customer care with business objectives.
• Identify trends in product issues and communicate findings internally.

Requirements

• Previous customer support and customer success experience preferred.
• Strong written and verbal communication skills.
• Highly organized with exceptional attention to detail.
• Experience working in Shopify or another e-commerce platform preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for delivering exceptional customer experiences.
• This role has the option to be hybrid or fully remote with the ability to come in office for visits as needed.