Customer Support Manager

We're serial entrepreneurs building a fast-growing DTC digital health platform serving the U.S. market. Small team, strong execution, no fluff.
We're looking for a Customer Support Manager to lead and scale our customer experience operation. If you're customer-obsessed, highly organized, calm under pressure, great with people, and enjoy building high-performing teams, we'd love to talk.
You'll lead an overseas customer experience team and build the systems, processes, and culture that allow us to deliver exceptional support at scale. We support customers across the U.S. 24/7, so maintaining smooth operations around the clock is critical.
This is a true startup role. Things move fast, priorities change, and there isn't always a playbook. Today, most customer interactions happen through tickets and chat, and you'll help shape the future of the function as we grow through automation, AI-driven workflows, and potentially voice support.

What You'll Do:

Lead, coach, and develop an international customer experience team

Own day-to-day customer operations across ticketing and chat channels

Monitor team performance and maintain high service standards

Create and improve processes and workflows

Handle escalated customer issues when needed

Partner with internal teams to identify customer pain points and drive improvements

Build reporting and track key customer experience metrics

Help scale the customer experience function as the company grows

Work full-time from the office and maintain high availability during business hours

Who we're looking for:

Customer-obsessed with a passion for delivering exceptional support

3+ years of experience managing DTC customer support, customer experience, or customer operations teams for the US market.

Experience leading remote or international teams

Native-level English, written and spoken

Strong leadership, communication, and organizational skills

Ability to thrive in a fast-paced startup environment

Experience with customer support platforms and ticketing systems

Ownership mindset and strong attention to detail