Customer Support Lead for DTC Company - Remote

Overview

The Customer Support Lead will manage and enhance the customer support team for a Direct-to-Consumer brand, ensuring high performance and quality service.

In Short

• Lead and manage the customer support team, ensuring high performance and service quality
• Handle phone, email, and chat support inquiries
• Create, document, and optimize SOPs for customer support processes
• Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
• Ensure timely, empathetic, and high-quality responses to customers
• Multitask effectively while maintaining attention to detail
• Work closely with cross-functional teams to improve customer experience

Requirements

• Experience in customer support roles, particularly in DTC brands
• Strong leadership and team management skills
• Proficient with customer support tools and technologies
• Excellent communication skills
• Ability to create and optimize SOPs
• Strong multitasking and attention to detail

Benefits

• Opportunity to work with a global staffing agency
• Flexible remote work environment
• Professional growth and development opportunities