Customer Support Manager (CSM)

Position Overview:
We are seeking a proactive and detail-oriented Customer Support Manager to handle customer inquiries, coordinate returns, and manage backend processes for our e-commerce operations. This part-time role will also include supplemental growth marketing tasks during downtime, such as responding to Reddit threads or light SEO content creation, to ensure maximum productivity. The ideal candidate will have a customer-first mindset, exceptional organizational skills, and the ability to adapt to a growing, dynamic business.

Key Responsibilities:
Customer Communication:
Respond to customer inquiries via Intercom, email, and other platforms promptly and professionally.
Monitor customer feedback and identify trends to improve customer satisfaction.
Returns and Refunds:
Coordinate returns, refunds, and exchanges, including generating return labels and ensuring a smooth resolution process.
Utilize Shopify and internal systems to process refunds and manage customer records.
Process Documentation:
Document workflows and customer support processes using Loom videos to support onboarding and training for future team members.
Backend Operations:
Use Shopify and internal backend systems to track orders, manage SKUs, and ensure accurate customer data.
Supplemental Marketing Tasks:
Use downtime to contribute to growth marketing efforts, such as:
Responding to relevant threads on Reddit.
Assisting with light SEO content creation or similar tasks.
Workflow Optimization:
Work closely with other team members to continuously improve customer support workflows and service quality.

Required Qualifications:
Proven experience in customer support or a similar role, preferably in an e-commerce or service-based business.
Familiarity with Shopify and Intercom (or similar customer communication platforms).
Strong problem-solving skills and the ability to handle customer concerns empathetically and efficiently.
Excellent organizational and time-management skills.
Exceptional written and verbal communication skills.
Ability to work independently, prioritize tasks, and manage multiple responsibilities simultaneously.

Preferred Qualifications:
Experience with supplemental marketing tasks such as responding to community forums (e.g., Reddit) or light SEO work.
Background in documenting processes or creating training materials (e.g., Loom videos).
Familiarity with basic e-commerce operations and tools.