ROLE
We’re a rapidly growing consumer electronics company seeking a customer-obsessed and operationally minded Customer Service Manager to lead customer support end to end. This role oversees the full customer support experience across email, chat, social, and emerging service channels, ensuring fast resolution, consistent quality, and a continuously improving customer journey.
You will own day-to-day support delivery, design our escalation protocols, build and maintain our customer service response playbook, and stand up the systems and infrastructure that allow support to scale alongside the business. This role works closely with product, ecommerce, operations, and marketing leadership to ensure customer feedback shapes how we build, sell, and grow.
RESPONSIBILITIES
End-to-End Product Support
· Own the full customer support experience across email, chat, social, marketplace, and in-product channels
· Triage, troubleshoot, and resolve customer issues with speed, empathy, and technical accuracy
· Hold the bar on response time, resolution time, and CSAT across all support channels
· Reproduce and document product issues; partner with engineering and product on fixes
· Manage warranty, returns, refund, and replacement workflows in alignment with company policy
Escalation Protocols & Management
· Define and operationalize escalation paths, severity levels, and on-call expectations
· Serve as the central coordinator during high-impact incidents, outages, and recall-level events
· Drive clear, timely customer communications during escalations — internally and externally
· Run post-incident reviews and feed lessons learned back into product, ops, and policy
· Build the relationships and rituals with engineering, ops, and leadership that make escalation routing fast and reliable
Customer Service Response Playbook
· Author and maintain the canonical playbook for how Nimble responds to customers — tone, voice, and templated responses
· Document decision trees for common issues, edge cases, refund/credit policy, and escalation triggers
· Keep the playbook living and current as products, pricing, and policies evolve
· Use the playbook as the onboarding source of truth for every new support hire
Scalable Customer Service Apparatus
· Select, configure, and own the help desk, knowledge base, and customer support tooling stack
· Build reporting and dashboards covering CSAT, NPS, ticket volume, time-to-first-response, time-to-resolution, and deflection
· Design staffing models, queues, and shift coverage that scale with volume and seasonality
· Stand up QA, coaching, and onboarding processes so quality holds steady as the team grows
· Build self-serve resources — help center, FAQs, troubleshooting guides — that reduce ticket volume at the source
Voice of the Customer & Insights
· Aggregate ticket trends and surface recurring pain points to product, engineering, and marketing
· Translate customer signal into structured feedback that influences roadmap and messaging
· Run a regular voice-of-the-customer ritual that keeps the broader team grounded in real customer needs
Cross-Functional Partnership
· Partner with product and engineering to close the loop on bugs, friction, and feature gaps
· Work with ecommerce and ops on order, fulfillment, and returns experience
· Collaborate with marketing and lifecycle on retention, win-back, and customer education
· Champion a service culture grounded in empathy, ownership, and continuous improvement
QUALIFICATIONS
· 5+ years of customer support or customer experience leadership, ideally in DTC, consumer electronics or goods
· Proven experience standing up or significantly improving a support function from the ground up
· Deep experience with Zendesk, TikTok Shop Chat, and other similar help desk platforms (Gorgias, Intercom, Help Scout, Front)
· Demonstrated ownership of escalation protocols, on-call rotations, or incident-response practices
· Strong written communicator with a track record of authoring playbooks, macros, and knowledge base content
· Comfort with technical troubleshooting — reading logs, reproducing issues, and writing engineering-ready bug reports
· Data fluency: able to define the support metrics that matter and build the reporting to track them
· Experience hiring, onboarding, and developing a support team as volume grows
· Calm, organized, and clear-headed under pressure; brings structure to ambiguous situations
WHAT SUCCESS LOOKS LIKE
· Customers receive fast, empathetic, on-brand responses across every channel
· Escalations are predictable, well-coordinated, and rare — with crisp post-incident learning
· A living response playbook is the source of truth for every support interaction
· Support tooling, reporting, and staffing scale cleanly with volume and seasonality
· Customer insight reliably reaches product, engineering, and marketing — and shapes decisions
· A high-accountability service culture rooted in ownership, empathy, and continuous improvement
BENEFITS:
· 401(k)
· Paid time off
· Health Insurance
· Dental Insurance
· Vision Insurance
· Flexible schedule
· Parental leave
· Employee discount
Work Location: Hybrid remote in Costa Mesa, CA 92627
Salary Range: $110,000 - $135,000
*We are committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status and/or any other category protected under the law. We are an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
