Customer Service Manager

Pyle USA is seeking a Customer Service Manager to oversee their customer support operations. This role involves managing a distributed team, ensuring excellent customer experience, and implementing workflows and AI-assisted processes to enhance support efficiency.

Responsibilities:

• Manage and develop a team of customer support agents across multiple time zones
• Set clear expectations, KPIs, and performance standards for the team
• Conduct regular performance reviews, coaching, and accountability management
• Recruit, onboard, and train new support agents as the team grows
• Oversee daily support activity across email, chat, and phone
• Monitor ticket queues and workload distribution to maintain service levels
• Escalate complex issues and coordinate with internal teams when necessary
• Design and improve support workflows, macros, and internal processes
• Implement automations that reduce manual work and improve response speed
• Continuously refine ticket routing, tagging, and knowledge base systems
• Implement and manage AI-powered customer support tools
• Build and improve AI agents that can resolve customer tickets automatically
• Own and manage the core support KPIs: First response time, Resolution time, CSAT (customer satisfaction score), Number of ticket touches per issue
• Work with operations, ecommerce, logistics, and product teams to resolve recurring issues
• Provide structured feedback on product issues, shipping problems, and customer pain points
• Ensure customer support insights inform business decisions

Requirements:

• Experience managing a remote customer support team
• Experience using Gorgias or similar helpdesk platforms
• Strong operational and organizational skills
• Ability to build and improve workflows, automations, and support systems
• Data-driven approach to performance management
• Strong problem-solving ability and good judgment
• Highly accountable with a strong ownership mindset
• Experience managing ecommerce customer support teams
• Experience supporting Amazon or marketplace-based businesses
• Experience implementing AI support tools or AI ticket agents
• Experience optimizing helpdesk automations and macros
• Familiarity with operational reporting and support analytics
• Experience scaling customer support operations