Most brands treat customer support as a cost to manage. We treat it as the thing customers remember. When someone emails us about a return, a sizing question, or a package that's running late, the promise we've made across our entire site is simple: a real person will answer, and you won't have to chase anyone. You'd be the person who keeps that promise.
As our first Customer Support Manager, you'll own the full customer experience after the click — email, live chat, returns, and everything in between. You'll set the tone for how we talk to people, build the systems that let us do it well as we grow, and be the internal voice for what customers actually need. This is a build-it role, not a maintain-it one. You'll shape the function, not inherit it.
Own day-to-day customer support across email, live chat, and our returns portal, responding with the clarity and warmth our customers expect
Manage the full returns and exchanges process — approvals, labels, refunds, and the occasional judgment call — and keep it running smoothly
Handle the hard moments well: delivery exceptions, damaged items, sizing mishaps, and anything that needs a calm, helpful human on the other end
Spot the patterns. Turn recurring questions and returns into fixes — a clearer size guide, a better product description, a smarter FAQ — and bring those back to the team
Help shape the voice of our customer-facing copy: support replies, FAQs, order and shipping notifications, and the small moments that add up to a brand
Build the playbook. As we grow, you'll create the processes, response templates, and tools that let support scale without losing its personality
Work closely with our operations and fulfillment partners to resolve issues and keep promises about shipping, duties, and delivery
Be the customer's advocate inside the company, surfacing what people are telling us and helping us act on it
3+ years in customer support, customer experience, or a related role, ideally in ecommerce, retail, or a DTC brand
Genuinely excellent written communication — you can be clear, warm, and human in the same sentence, and you can do it under pressure
A calm, solutions-first instinct, especially when a customer is frustrated or something has gone wrong
Comfort with the tools of modern ecommerce support (Shopify, a helpdesk or live chat platform, a returns app — we'll teach you ours, but you should know the category)
The judgment to know when to follow the policy and when to make the exception that earns a customer for life
A genuine eye for detail, and the patience to fix the small things that prevent the big problems
Experience building or scaling a support function from an early stage
A real interest in clothing, denim, or how things are made — our customers know their stuff, and it helps if you do too
Familiarity with international shipping, duties, and the logistics of selling across borders
A company bonus scheme — when the brand does well, you share in it
Staff discount and a company gift card
A wellbeing day — time to step away and look after yourself, no explanation needed