Customer Support Manager

Role overview

The Customer Support Manager will oversee the full customer journey, from pre-purchase questions through post-purchase service. The position leads the support function and helps ensure each interaction reflects the premium positioning of the STITCH brand.

This person will manage customer service operations, build and improve support workflows, work with support tools, review customer feedback, and collaborate with teams across Marketing, E-Commerce, Sales, Product, and Operations to strengthen the overall customer experience.

The ideal candidate enjoys solving problems, can perform well in a fast-moving environment, and understands how strong customer service helps build lasting brand loyalty.

Key responsibilities

• Run customer support activities across email, phone, and other communication channels.
• Provide a high-end service experience that is consistent with the STITCH brand.
• Handle escalated customer issues with care, professionalism, and empathy.
• Set service expectations and response-time benchmarks.
• Make sure every customer interaction supports long-term loyalty.
• Review customer feedback patterns and identify improvements for products, the website, shipping, and policies.
• Share weekly customer experience updates with leadership.
• Work with Marketing to communicate promotions and product launches accurately.
• Collaborate with E-Commerce to improve website usability and the customer journey.
• Coordinate with Operations to address shipping and fulfillment problems.
• Partner with Product Development to relay repeated product-related feedback.
• Align with Sales so customer communication stays consistent across touchpoints.
• Manage returns, exchanges, warranty requests, and replacement processes.
• Balance customer-first policies with business goals.
• Spot recurring product issues and report them internally.

Requirements

• Prior experience in customer support and/or customer success is preferred.
• Strong written and spoken communication skills are needed.
• The candidate should be well organized and extremely detail-oriented.
• Experience using Shopify or a similar e-commerce platform is preferred.
• Ability to juggle multiple priorities in a busy, fast-paced setting.
• A genuine commitment to delivering excellent customer experiences.
• The role can be hybrid or fully remote, with occasional office visits as required.

Work location

This position is based in Apex, NC and can be performed remotely or in a hybrid arrangement, with in-office visits when needed.

Additional details

No salary, stipend, application deadline, start date, or vacancy count was specified in the source information.