Customer Support Manager (QA)

Job Description

Do you want to work with a high growth women fashion tech company ? At Aimhire.io we are the exclusive recruiting partner to our client and we are hiring urgently. The Customer Support Manager will lead our customer support quality assurance and training initiatives. This role is critical to ensuring our customer support team delivers consistent, high-quality service and continuously improves through effective onboarding, ongoing trainings, and performance feedback. Key Responsibilities- Develop, refine, and implement quality standards and evaluation processes for customer support interactions (voice, email, chat, social). Monitor and evaluate agent interactions against internal standards and customer expectations. Conduct regular quality audits, root cause analyses, and calibration sessions with support leadership. Design and deliver comprehensive onboarding programs for new hires in the support team. Create and maintain up-to-date training materials, playbooks, SOPs, and knowledge base content. Develop and manage ongoing learning initiatives including soft skills, product knowledge, tools training, and process updates. Identify performance trends and work with stakeholders to close skill and knowledge gaps. Analyze metrics and customer feedback to recommend and implement process improvements. Stay up to date with industry trends and emerging tools to continuously improve training and QA methodologies. You Are The Right Fit, If You Have – 6-10 years of experience in Customer Support. Exceptional communication and interpersonal skills. Strong analytical abilities to interpret data and drive informed decisions. Proactive problem-solving mindset with a passion for continuous improvement. Ability to thrive in a dynamic, fast-paced startup environment. Deep understanding of customer needs and a commitment to delivering outstanding service. Leadership and people management skills to coach, motivate, and support a high-performing team Show more Show less