Customer Support Manager - Remote

Overview

At Freebird, we create innovative products that simplify daily routines, build confidence, and positively impact lives worldwide. Our mission is to make grooming effortless, enjoyable, and accessible for everyone.

In Short

• Lead and manage a customer support team of 20+ agents and 2 Team Leads.
• Provide coaching and development opportunities to drive team performance.
• Implement and manage a QA program for consistent support quality.
• Optimize support processes and tools for efficiency.
• Handle scheduling and workforce planning to ensure SLA adherence.
• Serve as the escalation point for complex customer issues.
• Collaborate cross-functionally to enhance customer experience.
• Monitor productivity and adjust staffing during peak periods.
• Report on SLA performance and workload balance.
• Drive special projects to improve customer satisfaction.

Requirements

• Proven experience in customer support management.
• Strong leadership and team development skills.
• Experience with quality assurance processes.
• Ability to optimize processes and implement automation.
• Excellent communication and collaboration skills.
• Experience with workforce planning and scheduling.
• Strong problem-solving skills and empathy.
• Ability to work in a fast-paced, evolving environment.
• Familiarity with customer support tools (e.g., Gorgias).
• Commitment to customer satisfaction and team growth.

Benefits

• Opportunity to lead and grow a dynamic team.
• Impactful work in a company focused on innovation.
• Collaborative and supportive work environment.
• Ongoing training and development opportunities.
• Flexibility in a rapidly evolving industry.