Job Description

Support Manager Customer Experience & Operations (Remote or Bay Area)

Compensation: $120,000 - $150,000

Employment Type: Full-Time, Direct Hire

Location: Remote (U.S.) or Bay Area, CA

About the Opportunity

HireNow Staffing is partnering with a rapidly growing e-commerce and logistics software startup seeking a seasoned Support Manager to build and scale its customer support organization from the ground up .

This is not a maintenance role it's a foundational leadership opportunity . The ideal candidate thrives in early-stage environments where systems don't exist yet, ambiguity is common, and the right blend of operational rigor + human empathy determines success.

You will design the framework for world-class support, lead the early customer conversations yourself, and eventually build the team that delivers consistent, impactful support to SMB customers nationwide. If you're energized by solving hard problems, implementing modern tooling (including AI/automation), and establishing support excellence, this is the role where you can make a lasting mark.

Key Responsibilities

To be considered for an interview, candidates must demonstrate proficiency in the following core responsibilities:

Build the Support Function from Scratch

• Create scalable workflows, SOPs, quality standards, and escalation processes to support repeatable, reliable customer experiences.

• Establish and document support best practices for both frontline and tiered teams.

Lead as a Player-Coach

• Serve as a hands-on support expert, managing real customer conversations in the early stages while designing the long-term structure.

• Recruit, train, mentor, and performance-manage an expanding support team.

Own Operational Metrics & Accountability

• Define, monitor, and continuously improve key KPIs including SLAs, CSAT, FCR, response time, and team efficiency.

• Use data to refine workflows, identify patterns, and drive continuous improvement.

Implement Modern Support Tools & AI Automation

• Select, configure, and manage support platforms, ticketing systems, and communication tools including AI and automation to scale effectively without losing the human touch.

• Build out knowledge management and self-service resources.

Drive Cross-Functional Insight

• Partner closely with Product, Engineering, and Operations to share customer insights, escalate critical issues, and help influence product evolution.

• Serve as the internal voice of the customer, ensuring feedback loops remain active and actionable.

Stay Flexible & Customer-Focused

• Support a function that operates when customers operate including occasional evenings, weekends, or holidays during peak periods.

Preferred Qualifications Strongly Emphasized

Candidates who possess the following qualifications will be prioritized for interviews:

• 5-8 years of experience in customer support, customer success, or service operations roles.

• 2+ years managing a customer support team , ideally in a high-growth or startup environment.

• Demonstrated success building or scaling a support function (team, systems, workflows, metrics).

• Background supporting SMB customers within technical product environments (POS, SaaS, logistics, or e-commerce strongly preferred).

• Deep knowledge of support analytics and operational KPIs, including SLAs, CSAT, and team productivity metrics.

• Experience implementing or leveraging AI/automation tools within support workflows.

• Familiarity with HubSpot Help Desk or similar support CRM platforms.

• Exceptional communication skills, emotional intelligence, and a customer-first mindset.

• Proven ability to perform effectively as a player-coach , balancing leadership with direct support responsibilities.

Why This Role Stands Out

• You'll shape the entire support organization  its systems, culture, and impact.

• Opportunity to work in a hyper-growth environment where your work directly affects customer success and retention.

• High visibility across the company, collaborating with senior leaders across Product, Engineering, and Operations.

• Competitive salary with long-term growth opportunities as the company scales.

• Flexible work environment with remote or Bay Area options.

If you're a support leader who loves building from zero, thrives in fast-paced environments, and understands how to blend AI efficiency with human empathy, HireNow Staffing encourages you to apply today.

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