Manager, Customer Support Jobs

Manager, Customer Support

Babylist

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

118200.00 - 139440.00 USD / Year

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Job Description:

As the Manager, Customer Support, you'll lead the leads—managing 3-5 offshore team leads (manager-level reports) who oversee chat and email support operations for millions of growing families. This isn't just a people management role; you're building and scaling support infrastructure during a period of rapid growth and AI-driven transformation, all while bringing our core value We Love Our Users into every interaction and decision. You'll own team performance end to end: setting KPIs, designing workflows, driving continuous improvement through data, and leading your managers through significant change as AI reshapes frontline operations. You'll work primarily in Zendesk for daily operations and use Sigma dashboards to monitor performance, identify patterns, and translate support trends into actionable insights for Product, Engineering, and Operations teams. This role requires both strong people leadership and operational rigor. You'll coach team leads through performance challenges, build mechanisms that improve efficiency and user experience, and guide the thoughtful adoption of AI tools—all while managing offshore teams in the Philippines working US business hours (typically 6am-11pm Pacific). You'll need to flex across levels: coaching individuals, running daily operations, and contributing to cross-functional strategy. This is a greenfield opportunity in a fast-moving scale-up environment. If you've built support operations from scratch, managed managers in offshore environments, and thrive in ambiguity where you create the playbook rather than follow one, this role will energize you.

Job Responsibility:

Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams
Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones
Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction
Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows
Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams
Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots
Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements
Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth
Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability
Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions
Collaborate with content and operations partners to develop and maintain clear, effective SOPs and response strategies for agents and AI tools
Partner with Quality, Training, and Content teams to ensure accurate, up-to-date knowledge bases and consistent support standards
Work daily in Zendesk for operations management and use Sigma dashboards independently to monitor performance, identify trends, and make data-driven decisions that improve team effectiveness and user experience
Manage offshore team operations in the Philippines (working US business hours) with cultural awareness and strong remote leadership practices
Model and uphold Babylist values in daily operations – clarity, intentional focus, continuous improvement, and a deep commitment to our users

Requirements:

5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment
Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices
Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support
Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback
Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement
Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members
Hands-on leader who can flex across levels: coaching individual contributors, developing leads, running daily operations, and contributing to cross-functional strategy
Brings a high bar for user experience and sees support as a core part of the product, not just a cost center
Entrepreneurial mindset—comfortable operating in ambiguity, building processes from scratch, and adapting quickly as the business evolves without established playbooks
Thrives in fast-moving, scale-up environments (vs. large enterprises), prioritizes effectively, and consistently focuses on what matters most
Comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations—you embrace using technology to enhance team performance while keeping people at the center

What we offer:

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Additional Information:

Job Posted:
December 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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