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Customer Support Manager- MudWtr

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Job description

MUD\WTR, a rapidly growing wellness brand known for its innovative adaptogenic beverages and mission to create healthy habits, is seeking a dedicated and passionate Customer Support Manager to join our Customer Experience team. The Customer Support Manager will be responsible for overseeing the day-to-day management of our team of Admin Specialists and our Senior Team Lead. The ideal candidate will have strong leadership skills, a background in customer support, specifically in e-commerce, and a deep understanding of support regulatory and operations processes. As a key member of the MUD\WTR team, you’ll help us maintain our commitment to delivering exceptional customer experiences and nurturing a positive, “anti-burn-out” work environment. This is a fully remote role with the opportunity to work out of our Santa Monica, CA based HQ.

Core Responsibilities:

  • Manage and develop the team of MUD\WTR Admin Specialists and the Senior Team Lead, setting goals, providing guidance, and offering regular feedback to ensure continuous improvement and professional growth.
  • Take ownership of MUD\WTR’s support regulatory and operations processes, ensuring adherence to company policies, industry standards, and legal regulations.
  • Maintain and improve the team’s CSAT score, aiming for a minimum score of 4.7, by monitoring performance, identifying areas for improvement, and implementing best practices aligned with MUD\WTR’s values.
  • Foster an “anti-burn-out” culture within the team by encouraging a healthy work-life balance, promoting open communication, and addressing signs of employee burnout proactively.
  • Lead both proactive and reactive strategies to address factors driving inquiries to our inbox, including identifying trends, proposing solutions, and implementing changes to improve customer satisfaction and reduce inquiry volume, in line with MUD\WTR’s mission.
  • Drive the support upgrade initiative at MUD\WTR, aiming for a target of 10 upgrades per agent per month, by providing training, setting performance expectations, and monitoring results.
  • Implement and manage the Support chat across the MUD\WTR website, ensuring efficient and effective customer communication and enhancing the overall customer experience.

    Job requirements

    • 3+ years of experience in e-commerce customer support, with at least 1 year in a leadership or managerial role.
    • Strong knowledge of support regulatory and operations processes.
    • Proven track record of managing and developing high-performing teams.
    • Excellent communication and interpersonal skills, with the ability to lead, motivate, and inspire others.
    • Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
    • Ability to work in a fast-paced environment, managing multiple priorities and meeting deadlines.
    • Familiarity with customer support tools and software, such as CRM systems, chat platforms, and ticketing systems.
    • Passion for the MUD\WTR brand and values.

    MUD\WTR is proud to be an Equal Employment Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information or other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance laws.

    Mud is committed to fostering a diverse and inclusive work environment. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission. As part of the MUD\WTR team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.

    Base salary for this role is $70k – 80k. Salary is determined through interviews and a review of candidate experience, knowledge, skills, abilities, equity with other team members, and alignment with market data. In addition to base salary MUD\WTR offers a comprehensive benefits program as well as equity.