Customer Support Manager

Customer Support Manager, Full-time, On-site

About Us

Red Aspen is a dynamic social-selling beauty brand dedicated to ‘inspiring women to stand up, stand out, and stand together by uniting passion with purpose’. Through innovative products and unwavering support, we inspire and equip our brand ambassadors to achieve their goals and build thriving businesses. Proudly female-founded, we are guided by our core values—curious, courageous, fulfilled, and playful—cultivating an environment where creativity thrives, challenges are embraced, and success is shared.

Purpose

The Support Manager will play a critical role in delivering exceptional service experiences that inspire customer loyalty and support the success of our Brand Ambassadors. They will oversee the customer support team and ensure timely and effective resolution of inquiries while championing a customer-centric culture. They should leverage insights and feedback to drive continuous improvement in service processes, collaborate with cross-functional teams to enhance product and program knowledge, and support the company’s mission to empower our field and customers.

Duties and Responsibilities

• Supervise, mentor, and develop a team of customer support agents to ensure high-quality service and timely delivery of resolutions towards received email and chat inquiries.
• Design and refine support workflows, knowledge bases, and service tools to improve efficiency and scalability in a fast-paced environment.
• Collaborate with BA Sales and internal teams to address the needs of independent Brand Ambassadors, providing accurate resources and guidance to enhance their business success.
• Track and analyze key performance indicators (KPIs), including customer satisfaction, response time, and resolution rates, to identify trends and opportunities for improvement.
• Partner with product, marketing, and operations teams to address recurring customer concerns, support new product launches, and improve end-to-end customer journeys.
• Maintain appropriate staffing levels and performance requirements through constant analysis while staying within budget.
• Advocate for customer needs and expectations within the organization to enhance service quality and foster long-term brand loyalty.

Qualifications

• 3–5 years in a customer service role, preferably in the direct sales, beauty, or related industry.
• At least 3 years of experience managing a team, with the proven ability to lead, mentor, and motivate a team, fostering a collaborative and high-performance work environment.
• Experience with customer support platforms, CRM systems, and other relevant tools; ability to quickly learn new technologies; preferably familiar with Gorgias software and Shopify.
• Experience designing and optimizing workflows, service tools, and processes for efficiency and scalability.
• Deep understanding and passion for delivering exceptional service experiences, going above & beyond to ensure a satisfying experience.
• Proficiency in using data to track performance metrics, identify trends, and make informed decisions to improve outcomes.
• Knowledge of the direct sales model and its unique challenges, as well as trends in the beauty or consumer goods industry, is a plus.
• Ability to thrive in a fast-paced environment, manage competing priorities, and proactively address challenges.
• Must have a love for tacos or sushi!

Application Requirements

• Apply online or Send a resume to

Perks You’ll Love

• Medical, Dental and Vision insurance offered
• Short-term disability covered
• 401(k) match
• Paid Time Off, Paid Holidays, and Floating Holiday
• Parental Leave
• Free product
• Fun and casual work environment!

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $55,000 - $60,000