Customer Support Manager - Remote

Overview

GUAPI is seeking a highly capable Customer Support Manager to lead the customer support team and enhance customer experience across various channels.

In Short

• Lead and manage the customer support team across all channels.
• Ensure fast, accurate, and high-quality responses.
• Set standards and expectations for the support team.
• Monitor team performance metrics.
• Train and improve team members continuously.
• Identify and fix weak points in processes or tools.
• Handle escalations and complex customer cases.
• Build and optimize support systems and templates.
• Implement AI-driven support solutions.
• Maintain a consistent GUAPI brand tone.

Requirements

• Proven experience managing a customer support team.
• Strong leadership and people management skills.
• Ability to build systems and processes.
• High level of organization and accountability.
• Strong decision-making and problem-solving ability.
• Clear and professional communication skills.
• Comfortable with tools like Shopify and Gorgias.

Benefits

• Opportunity to build a high-performing team.
• Create a scalable and efficient support system.
• Strengthen the GUAPI brand experience.