Customer Service Manager

We're looking for a Customer Support Manager with deep operational expertise, sharp leadership skills, and a builder's mindset. ***This is a contractor role supporting a team from 5 pm to 1 am CET, giving you the opportunity to collaborate with a global team and work remotely from anywhere in the world.*** **WHAT’S IN IT FOR YOU** * High\-impact leadership role in a brand growing fast and doing meaningful volume * Full ownership over support systems and team performance * Remote flexibility and autonomy to implement what you know works * A collaborative, entrepreneurial environment that rewards initiative * Competitive compensation, with the potential to grow with the company **WHAT YOU’RE GETTING INTO** * Monitor and audit customer interactions to ensure high\-quality, brand\-aligned responses * Lead, coach, and motivate a team of 10 support reps, setting clear KPIs and performance expectations * Communicate daily with US and China\-based fulfillment teams to: * Execute order changes before shipment * Expedite or reship critical orders to avoid delays for customers * Identify and escalate common product or shipping issues to leadership with suggested fixes * Analyze KPIs (response times, CSAT, ticket volume, resolution rate) and implement improvements * Own and optimize the customer support systems, implement macros, workflows, tagging, and escalation protocols * Maintain internal knowledge base and SOPs to streamline onboarding and daily execution **WHO YOU ARE** * Minimum of 2 years in a customer support leadership role at a DTC/eCommerce brand doing $500K\+/month in revenue * You’ve led teams of 5\+ and know how to manage up, down, and sideways * You’re ready with battle\-tested systems for efficient ticket management, team workflows, and performance tracking * Experience using Richpanel software * Strong communicator who can collaborate cross\-functionally with fulfillment, marketing, and ops * Analytical mindset with the ability to turn metrics into action * Bias for action, accountability, and customer\-centric thinking