Customer Support Manager - Remote Eligible

Customer Support Manager

At Freebird, we create innovative products that simplify daily routines, build confidence, and positively impact lives worldwide. Our mission is to make grooming effortless, enjoyable, and accessible for everyone.

We are a bootstrapped, 9-figure brand built on smarter tools, fewer products, and solving real problems for real people. We are not here to add clutter or complexity. Instead, we move fast, learn every day, and build products and experiences that truly make a difference.

Our values guide how we work, grow, and win together: Embrace Growth and Change Never Settle, Always Improve Move Fast and Stay Ahead Keep it Simple Communicate Openly and Collaborate Ask for Help and Support Each Other Innovate Without Fear

The Role

We are looking for a Customer Support Manager to lead, grow, and scale Freebird’s CX team. You will ensure our agents have the tools, processes, and coaching they need to deliver consistent, high-quality support.

This role blends leadership and operations. You will own QA, scheduling, and team development while also driving special projects that improve efficiency and customer satisfaction. As both a coach and a collaborator, you will empower agents and team leads to perform at their best while working cross-functionally to evolve our customer experience as Freebird continues to grow.

What You Will Do

Lead & Develop the Team

• Manage and support a team of 20+ agents and 2 Team Leads, fostering accountability and engagement
• Provide coaching, feedback, and development opportunities that drive performance
• Partner with Team Leads to identify training needs and implement PIPs when necessary

Drive Quality & Performance

• Help build and manage a QA program with clear scorecards, consistent audits, and actionable coaching
• Ensure weekly QA reviews are completed for all agents, and calibrations are completed for Team Leads
• Spot recurring issues and collaborate across teams to address root causes

Optimize Processes & Tools

• Partner with the Director of Customer Support to refine support processes, document SOPs, and maintain accurate knowledge bases
• Implement new Gorgias flows, macros, and automation to improve efficiency
• Lead projects such as ongoing training programs, automation improvements, streamlining for returns and warranty, and additional as they arise.
• Optimize support processes using the resources at hand, while staying flexible in a rapidly evolving environment.

Workforce & Capacity Planning

• Own scheduling (with TL support), ensuring full coverage and SLA adherence
• Monitor productivity, track ticket backlogs, and adjust staffing during peak periods
• Report weekly on SLA performance, volume trends, and workload balance

Handle Escalations

• Serve as the escalation point for complex or high-priority tickets, including outreach to low reviews and product ratings.
• Resolve issues with empathy and professionalism, ensuring customer trust and satisfaction