Note: The job is a remote job and is open to candidates in USA. STITCH® Golf is a company focused on delivering premium quality products and customer experiences. The Customer Support Manager will lead customer support operations and ensure that every interaction reflects the brand's commitment to excellence, while also collaborating across departments to enhance the customer journey.
Responsibilities
- Lead all customer support operations across email, phone, and other customer communication channels
- Deliver a luxury-level customer experience that aligns with the STITCH brand
- Resolve escalated customer concerns with professionalism and empathy
- Establish service standards and response time goals
- Ensure every customer interaction reinforces brand loyalty
- Analyze trends in customer feedback and identify opportunities to improve products, website experience, shipping, and policies
- Present weekly customer experience reports to leadership
- Report directly to marketing but partner closely with: Marketing to communicate promotions and product launches accurately
- E-Commerce to improve website usability and customer journey
- Operations to resolve shipping and fulfillment issues
- Product Development to communicate recurring product feedback
- Sales to ensure consistent communication across all customer touchpoints
- Oversee returns, exchanges, warranty claims, and replacement processes
- Ensure policies balance exceptional customer care with business objectives
- Identify trends in product issues and communicate findings internally
Skills
- Strong written and verbal communication skills
- Highly organized with exceptional attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Passion for delivering exceptional customer experiences
- Previous customer support and customer success experience preferred
- Experience working in Shopify or another e-commerce platform preferred
Benefits
- This role has the option to be hybrid or fully remote with the ability to come in office for visits as needed.
Company Overview