Customer Support Operations Manager

Description

ZyG is revolutionizing eCommerce with the first Agentic Operating System for eCom scale. This end-to-end platform helps product inventors and entrepreneurs turn their products into successful Direct-to-Consumer businesses, addressing the three key challenges of eCom scale: poor product bets, lack of scale infrastructure, and the need for often-complex financing. With a connected system of AI Agents built on a unified data infrastructure, the OS analyzes scale-market fit, replaces the fragmented tools, agencies, and manual workflows that typically power eCom growth, and offers the financing needed for DTC scale.

The Role

We’re looking for a Customer Support Operations Manager to own and optimize our customer support systems across multiple brands. This role is focused on building the infrastructure behind support - ensuring our tools, workflows, and processes enable our team to deliver fast, high-quality, and scalable customer experiences. This role will also play a key part in shaping how we leverage AI and automation to scale support across multiple brands.

What you'll do

• Support Systems & Tools: Own and manage our support platform and ensure our tools are optimized for speed, clarity and scale.
• Process and Workflow automation: Build and maintain tagging systems, macros, automations and workflows. Optimize ticket handling.
• Data, Reporting & Insights: Analyze trends and insights. Provide clear recommendations.
• AI Automation & Strategy: Help define and lead the implementation of AI across support operations.
• BPO & Team Enablement: Work with external support teams on our processes. Help standardize across brands.

Requirements

• 3+ years of experience : In Support Operations, CS Ops, or similar role
• Experience with support platforms (Gorgias, Zendesk, intercom, etc)
• Strong understanding of support workflows, SLA management
• Analytical mindset - Comfortable with data and dashboards
• Highly organized and process-driven
• Strong communication skills