Lead CS Support

About the role

We are hiring a Customer Support Supervisor, to lead a team of Customer Support Specialists who provide support for multiple B2C e-commerce storefronts. Your team handles complex customer cases, maintains the knowledge base, and works closely with first-line support to improve First Contact Resolution (FCR).

This role reports into the Director of Customer Operations and works closely with the Customer Service Operations Manager, responsible for the 1st line CS operations. This role is close to daily operations and focused on making the support experience simpler, faster, and more consistent for both customers and frontline agents. You translate recurring issues into clear improvements in processes, tools, and knowledge. You work closely with internal business stakeholders (i.e. Product & Engineering, Marketing, Category Management) to improve cross-functional processes.

This is a hands-on role for someone who understands customer support opera...