Customer Support Lead (Remote, Ecommerce)
About Us
We’re a fast‑growing ecommerce brand that sells specialty welding lenses to welders and welding students so they can see their welds better and save time on every job. We’re doing over $300K/month in new revenue and growing fast. Until now, the founder has been doing everything. We’re ready for our first full‑time Customer Support Lead to own this entire function.
About the Role
This is a player‑coach role. You will inherit an existing backlog of ~1,400 tickets, plus ongoing volume of ~300 calls/month, ~550 new tickets/month, and social media DMs. Your job is to:
- Stabilize customer experience fast, and
- Build the systems so support runs smoothly without the founder.
This role is 100% remote within the US. You’ll manage all support through Gorgias, phone, and social channels. Core working hours are 9am–5pm in your local time zone.
What You’ll Do
- Own all customer support channels: Gorgias (email/tickets), phone, and social DMs.
- Clear the existing backlog with smart triage and proactive communication.
- Set up and maintain integrations between Gorgias and our social media accounts.
- Create and continually improve macros, FAQs, and simple SOPs for recurring issues.
- Define and report weekly on key metrics: ticket volume, response times, CSAT, refunds, reviews.
- Identify recurring product/shipping issues and work directly with the founder to fix root causes.
- Build the foundation to eventually hire and train additional reps under you as we grow.
What You’ll Own in the First 90 Days
- Reduce open tickets from ~1,400 to a healthy baseline.
- Bring first‑response time and resolution time to clear, agreed‑upon targets.
- Document at least 20–30 core macros and 5–10 simple SOPs.
- Turn support from a “founder fire drill” into a predictable, measured function.
Requirements
- 3+ years in ecommerce customer support or CX, including phone support.
- Experience with a helpdesk (Gorgias strongly preferred) and Shopify‑style workflows.
- Comfortable talking to blue‑collar / trades customers and handling upset customers.
- Proven experience cleaning up a backlog or messy support environment.
- Strong written communication; detail‑oriented, systems thinker.
- Self‑directed: you’re comfortable being the first hire and building as you go.
Compensation & Benefits
- Salary: $60,000–$75,000/year base, depending on experience.
- Remote: 100% remote within the United States.
- Time off: 15 days paid PTO per year + 10 paid US holidays.
- Healthcare: $600/month healthcare stipend to help cover your own insurance.
- Workspace: One‑time home office setup stipend of $1000 + $100/month phone/internet stipend.
Pay: $60,000.00 - $75,000.00 per year
Benefits:
Application Question(s):
- Tell me about a time you inherited a big support backlog. What did you do in the first 30 days?
- Which helpdesks and ecommerce platforms have you used? What did you like/dislike?
- What base salary range are you targeting for a 9–5 US‑remote role?
Work Location: Remote
