Customer Support Manager - USA (REMOTE)

Psyent is representing a fast-scaling global premium streetwear brand focused on enhancing customer experience. The Customer Support Manager will lead the support team, build systems, and oversee the entire customer experience function, ensuring premium communication standards are met.

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

Requirements:

• 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
• Comfortable with tools like Shopify, Gorgias, or similar platforms