Customer Support Manager (Remote, Part-Time) - 2616

About the company

A well-established organization serving a loyal, worldwide community of subscribers. Their members count on every delivery arriving reliably, in print and online, and they notice the moment it does not. The team is looking for someone to own the customer experience.

About the role

You will own the customer experience from order to renewal. You are the person customers contact about a missing delivery, an address change or a billing question, and the one who makes sure every request gets a clear answer the same day. You will also look for ways to build automations with the latest AI tools to make customer service faster and easier.

What you will do

• Own the customer service inbox: respond to and resolve requests that come in by email, text and voicemail
• Help customers with missing or late deliveries, address changes, renewals, billing, holds and cancellations
• Answer questions about products, gift orders, international shipping and app login
• Keep customer records accurate in the subscription system
• Log and report recurring problems so they can be fixed at the source
• Make day-to-day decisions on refunds, holds and special pricing within set guidelines
• Spot friction in the customer experience and propose fixes
• Recommend and build basic automations so customers can self-serve
• Own the customer service playbook: keep it current and improve it as you learn

What we are looking for

• Willingness to learn and openness to new tools, including AI
• Runs a daily queue without supervision, with nothing sitting unanswered past a day
• Strong attention to detail: when you resolve something, it has to be right the first time
• Concise, accurate writing. Most of the job is written communication
• Picks up new tools quickly (Gmail, Stripe, a CRM or subscription backend, RingCentral, and whatever comes next)
• Spots patterns, not just tickets, and proactively proposes fixes

Details

• Remote
• Part-time to start, about 30 hours a week, weekdays between 9:30 AM and 5:30 PM ET
• Built to grow: as you take on more, the hours grow with it