Customer Support Manager

We are seeking a dedicated and experienced Customer Support Manager to lead our support team and ensure an exceptional experience for our customers. You will be responsible for managing day-to-day operations and driving continuous improvement in service quality.

You’ll be instrumental in shaping the voice of our brand in critical customer moments—whether helping a user troubleshoot a wearable device, navigate a health benefits platform, or resolve an issue with a product order. You'll bring a process-driven mindset, excellent people skills, and a passion for wellness and service.

In this role you will:

• Own and optimize support tools (Zendesk) and build self-service content (FAQs, Help Center).
• Build and refine scalable processes and workflows for handling support inquiries across email, chat, and social channels.
• Lead the integration of AI tools (e.g., chatbots, automated triage, and self-service systems) to enhance customer experience, improve efficiency, and scale support operations. You'll collaborate cross-functionally to design, implement, and continuously optimize AI-driven support features.
• Oversee escalations related to health devices, app integrations, product orders, shipping issues, and account concerns.
• Revise training materials and knowledge base content to empower both the support team and customers.
• Work cross-functionally with product, engineering, and marketing teams to relay customer feedback and resolve systemic issues.
• Collaborate with product and engineering to triage bugs, inform product improvements, and surface user insights.
• Handle escalations and ensure complex issues are resolved with empathy and efficiency.
• Analyze support trends to identify areas for improvement in both customer experience and internal operations, and present those key findings to key stakeholders within the company monthly.
• Partner with e-commerce and fulfillment teams to ensure timely delivery and smooth returns/refunds processes.
• Contribute to cross-functional projects beyond core support duties, such as website copywriting, support on playbook development, and process improvement efforts.

Preferred Qualifications:

• 3–5+ years of experience in customer support (ideally in health tech, wellness, or e-commerce).
• Experience with helpdesk ticketing platforms (e.g., Freshworks, Zendesk).
• Comfort working in a startup environment: adaptable, proactive, and collaborative.
• Strong leadership and people management skills with a passion for mentoring others.
• Excellent communication skills—clear, compassionate, and calm under pressure.
• Ability to thrive in a fast-paced environment and manage competing priorities.
• Data-driven mindset with a knack for turning insights into action.
• Deep empathy for customers and a natural drive to solve problems.
• Experience managing omnichannel support operations (email, chat, social).
• Experience in a startup or high-growth company.
• Familiarity with CRM, ticketing systems, or customer lifecycle tools (Braze)
• Shopify experience
• Bilingual or multilingual support experience (Spanish)
• Experience supporting wearable devices, apps, or digital health products.
• Prior work with e-commerce logistics, returns, or subscription models.
• Experience working with AI-powered support platforms or implementing automation in customer experience workflows.

At this point, we hope you're feeling excited about the job description you’re reading. Even if you don't meet every single preferred qualification above, we still encourage you to apply.

We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.