Customer Support Manager @ Prosana
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Job Details
About the Role
We're looking for a Customer Support Manager with deep operational expertise, sharp leadership skills, and a builder's mindset. You will lead a 10-person customer support team, implement scalable systems, and serve as the bridge between support, fulfillment, and leadership.
Company Overview
This is no ordinary eCommerce company. Join a fast-scaling eCommerce incubator behind seven high-performing brands built on data, design, and performance. Work with a team that launches and scales products seen by millions.
Role Details
- Monitor and audit customer interactions for quality responses.
- Lead, coach, and motivate 10 support representatives.
- Coordinate daily with US and China-based fulfillment teams.
- Analyze KPIs and implement performance improvements.
- Optimize customer support systems and internal SOPs.
Who You Are
You have at least 2 years of customer support leadership at a DTC/eCommerce brand with $500K+ per month revenue. You excel at managing teams and have battle-tested systems for efficient ticket management and performance tracking. Proficiency in ticketing software like Gorgias or Zendesk is essential, alongside a strong communication and analytical mindset.
Recruitment Process
- Intro Call – align on background and goals.
- Final Interview – review work and next steps.
Key skills/competency
- Customer Support
- Leadership
- eCommerce
- Operations
- Ticketing Systems
- Analytical
- Communication
- Remote Management
- Process Improvement
- Team Building
How to Get Hired at Prosana
🎯 Tips for Getting Hired
- Customize Resume: Highlight leadership and operational expertise.
- Align with Culture: Understand Prosana's eCommerce strategy.
- Prioritize Metrics: Emphasize KPI improvement experience.
- Showcase Tools: Detail experience with Zendesk/Gorgias.