Customer Support Manager

Support volume for this brand went from about 1,000 conversations a month at the start of last year to over 17,000 in the last 30 days. That growth isn't slowing down. They need someone who can build the team, the process, and the AI layer to match it, not just keep pace with the queue. This is a full‑time, remote contractor role supporting a team in the CET timezone. WHAT’S IN IT FOR YOUFull ownership of the function: you own the team, the tooling, the AI layer, the KPIs, and the feedback loop into product. Nobody else is running this.Build on top of a live AI agent: you're not evaluating vendors, you're expanding and tuning automation that's already handling real volume in Richpanel.Direct line into product: your ticket data and root-cause work feed straight into product, marketing, and checkout decisions, with revenue impact attached.Room to shape the reporting layer from scratch: you get to build the system that finally makes root-cause work fast and trustworthy. WHAT YOU’RE GETTING YOURSELF INTOLead and coach a distributed international team of reps and team leads across time zones, including building coverage that survives a December running at more than double a normal monthOwn CSAT end to end: set the real baseline, then run a quarterly plan to move it from 3.75 toward 4.5 and beyondBring the same rigor to NPS, first response time, first-contact resolution, and Customer Effort ScoreExpand what the AI agent handles in Richpanel without losing quality, defining escalation and handoff rules and tracking AI and human performance as separate cohortsFix the tag taxonomy and build automated tagging and sentiment analysis the team can actually trust in a weekly reportTurn recurring ticket patterns into evidence-based briefs for product, marketing, and checkout owners, with revenue impact attached, and follow them through to a fix WHO YOU AREYou have 5+ years in customer service within ecommerce, including managing a teamYou've implemented an AI agent or support automation in a live helpdesk, something you launched, tuned, and held to a quality bar, not just evaluatedYou have a strong command of CX metrics: CSAT, NPS, first response time, CES, first-contact resolution, cost per contactYou've managed a distributed international team across time zones and channelsYou've worked with Shopify and DTC order flows, comfortable reconciling order data against ticketsYour written English is excellent, since you're setting the tone for every customer replyBonus if you've:Used Richpanel, or Gorgias, Zendesk, or Kustomer at similar volumeSupported 15,000+ conversations a month, including seasonal peaksRun social-first support, where the conversation happens in public