Manager, Customer Support

5+ years of people management experience At least 3+ years managing manager-level direct reports Experience managing offshore teams in the Philippines or similar Asia-Pacific markets Available for flexible hours including early morning shift coverage Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback Experienced working with Zendesk for daily operations Experienced using data visualization tools (Sigma, Tableau, or Looker) Strong pattern recognition skills Skilled at guiding teams through significant change Experienced at building mechanisms to track KPIs Clear communicator Hands-on leader who can flex across levels High bar for user experience Entrepreneurial mindset Comfortable and enthusiastic about working in an AI-forward environment

Lead and develop a team of 3-5 offshore customer support leads Provide early morning shift coverage and leadership presence Establish clear expectations, KPIs, and operating rhythms Build and maintain mechanisms to track key metrics Identify patterns from operations and user feedback to inform business decisions Guide the thoughtful adoption of AI and automation Partner with Product, Engineering, and Operations to escalate issues and share insights Own capacity planning, scheduling, and resource allocation Coach and develop support specialists and leads Champion the voice of the customer Collaborate with content and operations partners to develop SOPs Partner with Quality, Training, and Content teams Work daily in Zendesk and use Sigma dashboards Manage offshore team operations in the Philippines Model and uphold Babylist values