Customer Support Manager Remote Full Time

## About the role Provide timely, enterprise-level support for customers via email, chat, and Zoom/video calls. Troubleshoot platform issues by asking clear, targeted questions and replicating problems when needed. Guide users through solutions step-by-step, identifying whether the issue is technical or related to product understanding. Train customers on best practices, platform usage, and advanced features tailored to their ecommerce stack. Escalate complex issues to engineering teams while keeping customers in the loop. Document troubleshooting steps, solutions, and internal resources to help scale support. Manage multiple open issues, track resolutions in HubSpot, and follow up to ensure customer satisfaction. Build and maintain friendly, helpful relationships with Digioh customers. ## What We're Looking For - 2+ years in a technical support, IT help desk, or SaaS customer success role. - Excellent written and verbal communication skills in English. - Comfortable navigating and discussing HTML, CSS, and JavaScript (even if you're leaning on ChatGPT for assistance—that's okay!). - Experience with ecommerce platforms—Shopify and WooCommerce experience is a major plus. - Experience working with tools like HubSpot, Asana, and Zoom. - Understanding of web technologies, browser tools (like Inspect), and the ability to break down problems logically. - Ability to multitask and prioritize in a fast-paced, remote environment. - Bonus: Experience creating help documentation or customer training resources. ## What You Bring to the Table - You're a natural teacher—patient, kind, and good at explaining things in simple terms. - You're curious, self-directed, and comfortable asking questions or jumping into new tools. - You love solving problems and making customers' lives easier. - You're organized and diligent about documentation and follow-up. - You see patterns and think proactively about how to improve processes or prevent issues. ## Why You'll Love Working at Digioh - 100% remote team with flexible work hours - We have a global workforce - Collaborative, low-ego culture that values impact and initiative. - Opportunities to grow your skill set—whether it's technical or customer-focused. - Direct access to leadership and product teams—we move fast and build together. - Competitive compensation and generous PTO. ## About the company Digioh is an identity-driven, personalization platform helping brands personalize every touchpoint across their customer journey. We help over 3,000 eCommerce brands turn anonymous traffic into known users with solutions, such as quizzes, banners, and smart pop-ups, and build rich customer profiles that plug directly into their email and SMS platforms to help drive even more impact within their retention marketing efforts. We're a profitable, founder-led SaaS company with no investors, no board, and minimal red tape, we move fast, launch quickly, and make decisions without bureaucracy.