Customer Support Manager - USA (REMOTE)

Psyent is a fast-scaling global premium streetwear brand, and they are seeking a Customer Support Manager to lead their customer experience function. The role involves managing the support team, setting standards, and ensuring high-quality communication with customers.

Responsibilities:

• Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms)
• Set clear standards, workflows, and expectations for the team
• Monitor team performance across response time, resolution rate, and customer satisfaction
• Train, guide, and continuously develop team members
• Identify and fix weak points - whether process, people, or tooling
• Handle escalations and complex customer cases
• Build and optimize support templates, workflows, and automations
• Implement AI-driven support solutions where relevant
• Work closely with operations, logistics, and fulfillment to resolve issues efficiently
• Maintain a consistent, premium brand tone across all customer communication

Requirements:

• Proven experience managing a customer support team
• Strong leadership and people management skills
• Ability to build systems and processes - not just execute tasks
• High level of organization and accountability
• Strong decision-making and problem-solving ability
• Comfortable with tools like Shopify, Gorgias, or similar platforms
• Experience in e-commerce or fashion