We’re looking for a hands-on Customer Support Manager to build, lead, and scale a high-quality support organization. This is a “player-coach” role where you’ll design the foundation of support operations while also rolling up your sleeves to handle frontline support during the early stages.

What You’ll Do

Build and refine support workflows, SOPs, and escalation paths.
Manage day-to-day support operations and ensure timely, high-quality responses.
Hire, train, and mentor a growing support team.
Define and track KPIs such as SLAs, CSAT, response times, and efficiency.
Evaluate and implement support tools, including automation and AI-driven solutions.
Develop incident-response processes and knowledge-management systems.
Partner closely with Product, Engineering, and Operations teams to surface customer insights.
Maintain flexibility to support operational hours that may include evenings, weekends, or holidays.

What We’re Looking For

5–8+ years in customer support, customer success, operations, or similar functions.
Experience leading or managing support teams.
Proven ability to build or scale support processes in a high-growth or early-stage environment.
Strong communication skills, both written and verbal.
Comfortable working cross-functionally with technical and non-technical teams.
Data-driven approach to improving support performance.
Empathy, patience, and a customer-first mindset.
Bonus: experience or interest in retail, grocery, or supply-chain technology.

Why This Role Is Exciting

Build the entire support function from the ground up.
High ownership and direct impact on customer satisfaction and product quality.
Collaborate across teams and influence product direction with real customer insights.
Work in a fast-moving, mission-driven environment focused on modernizing an essential industry.

Compensation & Work Model

Salary range: $120,000–$150,000
Competitive equity package
Remote with travel

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