We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

52276052812 - Customer Support Manager at Activate Talent. Job Title: Manager of Customer Support. Location:. Remote. About the Role. First Day is hiring a . Manager of Customer Support. to own and scale our . global customer support operation. . This leader will be accountable for . performance, cost, and customer experience. across all customer-facing support channels, while evolving customer support into a . strategic, insight-driven customer experience (CX) function. .. This is a senior, hands-on leadership role for someone who thrives in fast-paced DTC environments, is deeply data-driven, and knows how to balance . exceptional customer experience with operational efficiency. .. Key Responsibilities. Customer Support Leadership & Operations. Own the . Customer Support P&L. , balancing customer experience, efficiency, and cost . Lead, manage, and scale . offshore internal customer support teams. (based outside the US) . Oversee customer support across all channels, including: . Email . Live chat . Social media & DMs . SMS / text messaging . . Ensure . consistent, high-quality support. across all customer touchpoints . Establish clear processes, SLAs, and escalation paths . Performance, Metrics & KPIs. Own and manage core customer support metrics, including but not limited to: . Refund rate . CSAT . Cost per ticket . CTO (Contact-to-Order / Contact-to-Outcome) . First response time . Resolution time . . Use data and reporting to identify trends, root causes, and opportunities for improvement . Drive continuous optimization of team performance and customer outcomes . Platforms, Automation & AI. Own and optimize the . customer support tech stack. , including . Gorgias and Shopify. . Design and implement . workflow automation. to improve efficiency, response times, and quality . Integrate . AI-powered tools. into CS processes, including: . Ticket triage and routing . Macros and response suggestions . Self-service and help center solutions . Insight and sentiment analysis . . Continuously improve tooling, workflows, and escalation logic as the business scales . Customer Experience & Insights. Transform customer support from a reactive function into an . insight-driven CX engine. . Build systems to collect, analyze, and synthesize customer feedback at scale . Share actionable insights with . Product, Marketing, Operations, and Leadership. . Partner cross-functionally to improve: . Product quality . Messaging and education . Policies and processes . Overall customer outcomes . . Retention & Subscription Experience. Lead or partner closely with retention-focused CS initiatives aimed at: . Reducing churn . Increasing subscription reactivation . Improving customer lifetime value (LTV) . . Leverage support interactions as a driver of long-term customer relationships . Customer Satisfaction & Advocacy. Drive initiatives to improve: . Customer satisfaction (CSAT) . Product reviews . Net Promoter Score (NPS) and related CX metrics . . Ensure First Day delivers a . best-in-class, brand-aligned support experience. . Qualifications. Senior-level experience leading . Customer Support for US-based DTC brands. . Experience supporting . subscription-based products. . Proven success owning a . Customer Support P&L. and operating against performance and cost metrics . Hands-on experience leading . offshore internal customer support teams. . Strong working knowledge of . Gorgias and Shopify. . Experience implementing . automation and AI. within customer support operations . Demonstrated ability to elevate customer support into a . strategic CX function. . Experience running or partnering with . retention-focused CS teams. . Strong analytical, communication, and cross-functional leadership skills. Company Location: Philippines.