Customer Support Manager (Zendesk Expert)

About the job
We’re an eCommerce brand looking for a strategic and hands-on Customer Support Manager to lead and continuously improve our support operations.

This is a long-term role full time for someone with a proven track record managing customer support teams of up to 10 agents, particularly within fast-paced eCommerce environments.
We’re not just looking for someone to “keep things running” — we want a proactive operator who can analyze, optimize, and elevate the entire customer experience.


Key Responsibilities

1. Team Leadership & Performance
Manage and mentor a remote team of up to 10 customer support agents.
Conduct regular performance reviews, deliver actionable feedback, and identify growth opportunities.
Own shift scheduling, coverage, and ensure compliance with SLAs and response time targets.

2. Zendesk Administration
Optimize the Zendesk instance, including workflows, automations, triggers, and macros.
Build and maintain actionable dashboards and reporting to monitor team performance and key metrics.
Ensure agents are using Zendesk efficiently and processes are continuously improved.

3. Customer Experience Strategy
Drive improvements in CSAT, first response time, resolution time, and ticket deflection.
Oversee and evolve help center content, FAQs, and self-service tools.
Handle escalated cases, VIP customers, and sensitive support situations with care and professionalism.

4. Process & Operational Optimization
Identify recurring customer pain points and collaborate cross-functionally to solve root causes.
Continuously improve SOPs for returns, refunds, replacements, and other post-purchase workflows.
Lead initiatives to streamline internal processes and enhance team productivity.

Requirements
- 3+ years in a Customer Success or Customer Support Manager role.
- Experience managing remote teams of up to 10 support agents.
- Strong expertise in Zendesk (admin-level experience preferred).
- Solid background in eCommerce customer service.
- Excellent written English and communication skills.
- Highly organized, analytical, and proactive with a strong sense of ownership.

To apply, please complete this short questionnaire (10–15 minutes). ----------