About The Position
The Customer Support Operations Manager is a strategic leader responsible for designing, scaling, and optimizing the end-to-end customer support operating model for a fast-growing health and beauty eCommerce brand.
This role owns the strategy, systems, structure, and future state of Customer Support, ensuring operational stability, scalability, and a best-in-class customer experience across all channels (email, chat, phone, social, and marketplaces).
The Customer Support Operations Manager does not manage daily frontline execution. Instead, they partner closely with the Customer Service Manager, who owns training, coaching, hiring, and platform administration.
This role focuses on the “how, why, and what’s next” of Customer Support through AI, automation, analytics, and cross-functional alignment.
Customer Support Strategy & Operations
- Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations.
- Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams.
- Ensure operational stability, consistency, and quality across all customer touchpoints.
- Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths.
- Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows.
AI, Automation & Technology Enablement
- Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies).
- Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics).
- Drive efficiency, cost optimization, and improved response times through smart automation and tooling.
- Stay ahead of CX and AI trends in health, beauty, and eCommerce.
Performance, KPIs & Quality Management
- Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact).
- Establish a scalable quality management framework in partnership with the Customer Service Manager.
- Use data and insights to identify root causes, trends, and opportunities for continuous improvement.
- Ensure consistent performance reporting and executive-level visibility.
Capacity Planning & Channel Strategy
- Own forecasting, capacity planning, and channel mix strategy across all support channels.
- Optimize staffing models to support seasonality, promotions, product launches, and rapid growth.
- Partner with Finance and Operations on budgeting, vendor strategy, and cost management.
Cross-Functional Leadership
- Partner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences.
- Act as the customer voice in product launches, promotions, policy changes, and operational decisions.
- Drive alignment between Customer Support and broader company initiatives.
Leadership & Enablement
- Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure.
- Influence, mentor, and guide senior support leaders without direct frontline management.
- Build scalable frameworks that empower teams to succeed as the organization grows.
- Report directly to the Director of Customer Experience.
The Ideal Candidate Has:
- 8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands.
- Proven experience scaling customer support operations in high-growth environments.
- Strong background in AI, automation, CX platforms, and operational analytics.
- Deep understanding of omnichannel support, quality management, and workforce planning.
- Highly strategic, systems-oriented, and data-driven mindset.
- Exceptional cross-functional communication and executive presence.
