Customer Support Manager (Remote)

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