Customer Support Manager
Full-Time | In Person
Salary: $50,000–$60,000 per year, based on experience
About The Real Autograph
The Real Autograph is a rapidly growing live-commerce company specializing in authenticated sports memorabilia, sneakers, trading cards, collectibles, and mystery products.
We operate in a fast-paced environment across livestream, e-commerce, and marketplace platforms, including TikTok Shop.
We are looking for an experienced Customer Support Manager who is ready to take the next step in their career and help lead and improve our Customer Support operation.
The ideal candidate has experience working in a structured customer service or call-center environment where performance is measured through KPIs, response times, quality standards, customer satisfaction, and complaint resolution.
This is an excellent opportunity for a strong Customer Service Supervisor, Team Lead, Assistant Manager, or similar customer support leader who wants greater responsibility and the opportunity to grow into a larger Customer Support leadership role.
Position Overview
The Customer Support Manager will oversee the daily Customer Support operation and ensure customers receive timely, professional, and accurate assistance.
This position will manage the Customer Support team, monitor daily performance, handle escalated complaints, track KPIs, identify recurring customer issues, and provide management with regular reporting on Customer Support performance.
A major focus of this position will be identifying systemic customer complaints. We want someone who can recognize when the same issue is occurring repeatedly, determine the root cause, and work with other departments to correct the underlying problem.
The position will work closely with Fulfillment, Warehouse, Livestream Operations, Purchasing, Authentication, Technology, and Management.
Key ResponsibilitiesCustomer Support Operations
- Manage the day-to-day Customer Support operation.
- Supervise and support Customer Service representatives.
- Monitor customer inquiries across email, chat, social media, TikTok Shop, and marketplace platforms.
- Monitor open ticket queues, response times, aging tickets, and unresolved customer issues.
- Ensure representatives follow established procedures and service standards.
- Manage scheduling, coverage, attendance, productivity, and workload.
- Coach team members on customer communication, complaint handling, and issue resolution.
- Review customer interactions for accuracy, professionalism, and quality.
- Handle escalated or difficult customer situations.
- Assist management with employee training and development.
Customer Complaints & Escalations
- Handle escalated customer complaints professionally and efficiently.
- Track and categorize customer complaints.
- Identify repeat and recurring customer issues.
- Recognize systemic problems affecting multiple customers.
- Help perform root-cause analysis to determine why recurring issues are happening.
- Escalate operational problems to the appropriate department.
- Work with Warehouse, Fulfillment, Livestream, Purchasing, Authentication, and Technology teams to correct recurring problems.
- Follow up on corrective actions to determine whether the issue has been resolved.
- Identify trends before they become larger customer experience or platform problems.
KPI Tracking & Customer Support Reporting
The successful candidate should be comfortable working in an environment where Customer Support performance is measured.
The position will help track and report metrics such as:
- First Response Time
- Average Resolution Time
- Customer Satisfaction / CSAT
- First Contact Resolution
- Open ticket volume
- Ticket backlog
- Ticket aging
- SLA performance
- Escalation rate
- Complaint volume
- Repeat complaints
- Refund rates
- Cancellation rates
- Return rates
- Shipping complaints
- Missing or damaged order complaints
- Order discrepancies
- Agent productivity
- Agent quality scores
- Customer review trends
- TikTok Shop customer service metrics
The Customer Support Manager will prepare daily, weekly, and monthly Customer Support reports for management.
Reports should help management understand:
- How the CS department is performing
- Where service levels are improving or declining
- The largest customer complaint categories
- Recurring customer problems
- Issues affecting TikTok Shop performance
- Problems originating from other departments
- Corrective actions that need to be taken
TikTok Shop Customer Service
Experience with TikTok Shop is highly preferred.
The successful candidate should either have experience with or be capable of quickly learning:
- TikTok Shop Seller Center
- Customer service policies and procedures
- Customer response requirements
- Refunds
- Returns
- Cancellations
- Customer disputes
- Shipping-related complaints
- Seller performance requirements
- Customer reviews and ratings
- Shop health and performance metrics
- Platform violations related to customer experience
This position will help ensure the Customer Support team follows current TikTok Shop policies and procedures.
Process Improvement
We are looking for someone who doesn't simply close tickets.
The successful candidate should be able to ask:
Why is this customer problem happening?
How many customers are experiencing it?
Is there a pattern?
Which department or process is causing it?
What can we change so customers stop experiencing the same problem?
Responsibilities will include:
- Helping develop Customer Support SOPs.
- Improving escalation procedures.
- Developing standardized customer responses.
- Maintaining Customer Support training materials.
- Assisting with the Customer Support knowledge base.
- Identifying opportunities to improve workflows.
- Recommending process or system improvements.
- Helping reduce unnecessary customer contacts and repeat complaints.
Required Qualifications
- 2+ years of Customer Service or Call Center experience.
- Previous experience as a Customer Service Supervisor, Team Lead, Assistant Manager, Senior Customer Service Representative, or similar leadership position.
- Experience handling customer complaints and escalations.
- Experience working with Customer Service KPIs or performance metrics.
- Experience coaching or assisting in the management of Customer Service representatives.
- Strong written and verbal communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Strong organizational skills and attention to detail.
- Comfortable working with reports, spreadsheets, dashboards, and customer service systems.
- Ability to work in a fast-paced, high-volume environment.
- Ability to remain calm and professional when dealing with difficult customers.
Preferred Qualifications
- Experience in a call center or high-volume Customer Support environment.
- Experience with e-commerce customer service.
- Experience with TikTok Shop or TikTok Seller Center.
- Experience with Whatnot, Shopify, eBay, or other marketplace platforms.
- Experience with CRM, ticketing, or call-center software.
- Experience tracking and reporting Customer Support KPIs.
- Experience identifying recurring customer complaints and operational issues.
- Knowledge of sports, sports memorabilia, sneakers, trading cards, collectibles, or live auctions is a plus.
Sports and sneaker knowledge is preferred but is not required. Strong Customer Support experience is more important.
Who We're Looking For
This position is ideal for someone who is currently a:
- Customer Service Supervisor
- Call Center Supervisor
- Customer Support Team Lead
- Customer Experience Supervisor
- Customer Service Assistant Manager
- Senior Customer Service Representative with leadership responsibilities
You may be ready for the next step in your career if you have been helping manage a Customer Support team and want the opportunity to take on greater responsibility.
We are looking for someone who is organized, analytical, accountable, comfortable with data, and passionate about improving the customer experience.
Schedule
- Full-Time
- Monday–Friday
- In-person position
- Flexibility based on business needs
- Occasional evening or weekend availability during major livestream events or promotions
Compensation & Benefits
Salary: $50,000–$60,000 per year, based on experience
Benefits include:
- Medical insurance
- Dental insurance
- Vision insurance
- Paid Time Off
- Employee discounts
- Career advancement opportunities
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Have you worked as a Customer Service Supervisor, Team Lead, or Assistant Manager? If so, how many employees did you help supervise?
- What Customer Service KPIs have you been responsible for monitoring?
- How many years of Customer Service or Call Center experience do you have?
- Describe a recurring customer complaint you identified and what you did to help correct the underlying problem.
- What experience do you have with TikTok Shop or TikTok Seller Center?
- What CRM, ticketing, or call-center systems have you used?
- Have you prepared daily, weekly, or monthly Customer Service reports for management?
- Briefly describe your experience with e-commerce, sports memorabilia, sneakers, trading cards, collectibles, or live auctions.
Work Location: In person
