Manager, Customer Support

Remote (United States)

Babylist is looking for an experienced Customer Support Manager to lead our E-Commerce focused Support Team. This person’s goal will be to improve e-commerce support processes, grow team members and ultimately improve an already great customer support experience. The Customer Support Manager will report to the Head of Support and will work closely with Support Leadership, Support Operations, Quality and Training, and cross-functional leaders, especially Supply Chain and Merchandise planning. The ideal candidate is someone who is a great player-coach, is motivated by helping others, and takes pride in delivering a consistent and quality experience to others.

What You'll Do

  • Lead the E-commerce Customer Support experience and team by working with support operations, and cross-functional stakeholders.  
  • Ensure high quality customer satisfaction across all support channels through collaborative problem solving, improving documentation, tools and processes 
  • Manage a team of 10-15 Customer Support Representatives and Team Leads directly - prioritizing their success and growth through setting goals, coaching, feedback, and mentoring
  • Build and inspire a fun, team first and driven team culture across all support teams across multiple geographies
  • Analyze and report on top support trends to identify opportunities for training, process, or product improvement alongside Support Leadership and Operations
  • Work cross functionally with all departments, especially Supply Chain and Fulfillment, to improve and scale the customer experience and customer support processes
  • Recognize patterns and try to mak
  • Champion your team’s needs and help them grasp and reach the department’s goals
  • Act as escalation point for especially tough customers and difficult situations

Who You Are

  • 3+ years of people management in customer support
  • Experience managing team leads and/or supervisors
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
  • Solid knowledge of support processes and the ability to identify and drive scalable improvements
  • Superior customer facing skills with and ability to embody the “Babylist Tone”
  • Skillful listening, with the ability to seek input, analyze information, consider alternatives, and make holistic decisions
  • Proven ability to foster a strong team environment amidst changes
  • Experience with Zendesk, Shopify+, Returnly, and Excel is a plus

Why You Will Love Working At Babylist

  • We are a remote first company and invest in infrastructure you’ll need to be supported and successful: tools, opportunities to connect with colleagues, and a stipend to help you set up your office
  • We build products that have a positive impact on millions of people’s lives
  • We work at a sustainable pace which means work/life balance is a real thing here
  • We believe technology and data can solve hard problems 
  • We believe in exceptional management 
  • We are committed to providing an actively antiracist organization and doing the work to support differences of all kinds
  • We offer competitive pay and meaningful opportunities for career advancement
  • We have great benefits like company paid medical, dental, and vision, a generous paid parental leave policy, and 401k with company match
  • We care about employee wellbeing with perks for physical, mental and emotional health, parenting, childcare, and financial planning

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