Customer Support Manager & QA/Training Lead - Remote

Overview

InBeat is hiring a Customer Support Manager & QA/Training Lead to build the customer support function for a major new CPG energy brand, backed by one of the world’s largest corporations. You will be fully dedicated to this flagship client, with the opportunity to design, launch, and scale customer support for a consumer brand from day one.

In Short

• Build the customer support function from the ground up for a new Shopify-based CPG brand.
• Select and configure tools, platforms, and workflows to enable efficient, scalable support.
• Develop training programs, documentation, and knowledge bases for support agents.
• Manage day-to-day customer support operations during the launch phase.
• Hire, train, and ramp up a team of three customer support agents, ensuring quality and consistency.
• Establish QA and performance standards, continuously monitoring quality of support interactions.
• Partner with client leadership to provide insights from customer feedback that inform product, operations, and marketing decisions.

Requirements

• 5+ years of experience in customer support management, with a strong focus on consumer/CPG brands.
• Proven experience building new customer support functions from scratch, ideally for Shopify or other eCommerce platforms.
• Track record of successfully setting up QA frameworks, training programs, and agent development systems.
• Strong project management skills with the ability to execute quickly under tight timelines.
• Fluency in both English and French (spoken and written) is required.
• Hands-on leader who can operate independently in the early stages, then scale by empowering others.

Benefits

• Lead the creation of a brand-new customer support function for a high-growth consumer brand.
• Shape how customers experience the brand from the very beginning.
• Join InBeat, a leader in influencer and UGC-driven growth, while being fully embedded with an innovative CPG client.
• Remote-first contractor role with the opportunity to build, lead, and scale a support team.