Customer Support Manager, Gizmo

• You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
• You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
• You have experience in customer support, ideally in consumer tech
• You've managed support team members or are ready to build and scale a support function from the ground up
• You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
• You have strong problem-solving skills and can troubleshoot technical issues with non-technical users

Desirable

• We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams
• Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow
• This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback
• You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product
• Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported
• Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly
• User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions
• Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale
• Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends