Customer Support Manager – AI-Driven (Shopify E-commerce)

Customer Support Manager – AI-Driven (Shopify E-commerce) Own the results, not only the queue. A fast-growing e-commerce brand wants a Customer Support Manager to tackle the tough tickets, improve the AI behind them, and turn recurring friction into the fix. We usually respond within a day Own the customer experience end to end, not just the tickets that come your way. We're a fast-growing e-commerce brand hiring a manager to run point on resolution quality, the AI workflow behind it, and the processes and sheets the team runs on. You are not here to clear a queue and clock out. You are here to own the outcome of every ticket you touch, catch what the process and the AI miss, and then fix the process itself so it stops happening. This is a hands-on managerial role, not a hands-off one. You'll work tickets yourself, and you'll turn what you see in them into concrete fixes for the AI agent, the sheets, and the workflows the rest of the team depends on. We're not a traditional support team stacking human review on top of every ticket. Our AI agent resolves most tickets on its own, and this role exists to make it smarter, not to double-check it. What You'll Own The outcome of every ticket you touch. Not just closing it, actually solving it. The harder cases the AI escalates: disputes, refunds, anything needing judgment. Making the AI better. Improve its guidance from real tickets so the same issue doesn't come back twice, for you or anyone else working the queue. The processes and sheets support runs on. Tighten what's inefficient, fix what's broken, and keep everything current as the business changes. The patterns. Spot recurring friction early and bring the fix, not just the complaint. Must-Haves (be ready to show evidence, not just claim these) 3+ years in e-commerce customer support manager position, with a specific example of a process, sheet, or workflow you improved that no one asked you to. Real Shopify depth. You can diagnose an order or payment problem from the admin, not just read a customer their tracking number. A helpdesk you've worked in daily (we use Commslayer). Quick on new tools. Hands-on experience with an AI system that takes action on tickets, not a writing assistant like ChatGPT. You trust a well-trained AI's output over manually re-verifying it against the source system, and when it's wrong, you know how to fix its guidance instead of working around it. Comfortable without SOPs or step-by-step checklists. We operate on principles, not scripts. If you need a checklist to feel confident doing the job, this isn't the role, and it definitely isn't the role if you're the one expected to write the checklist for others. Problem solving to root cause. You reason through an unfamiliar system to figure out how it behaves instead of escalating. Strong written English. Clear, warm, precise. Full-time, exclusive, long-term. Monday to Friday, (8-hour shift plus a 1-hour break). Not for You If You see this as "just a job." You need step-by-step direction and go quiet when something's off. You hand over problems instead of solving them. You measure yourself by ticket count instead of whether the customer's actual problem got solved, or whether the process behind it got better. You believe every order or tracking detail needs a human double-check before it reaches a customer, no matter what the AI already verified. How We Hire This application takes real thought, and that's on purpose. Low-effort or AI-generated answers won't advance, and we respect your time enough to tell you that up front. Answer our application questions properly. We respond to every applicant. No ghosting. Qualified applicants complete a short first interview on experience and fit. Those who pass complete a short technical interview. Crush it, and we send you an offer. Full-Time Perks (after a 1 to 2 month probation) 13th-month pay 18+ days of paid time off Every AI tool you need, paid for by us Health insurance (HMO) An annual training and learning budget The option to fly out and meet the rest of the team Department Customer Service Role Customer Service Manager Remote status Fully Remote Employment type Full-time About MNSSK MNSSK is a D2C brand house. We build, own, and grow our own consumer brands across 12+ stores worldwide, spanning supplements, apparel, and lifestyle. We move fast, we keep teams lean, and we hire people who love their work. Coworkers 50 Applicant tracking system by Teamtailor