Customer Support Communications Manager
Core
Own content and training for a multi-brand customer support organization to ensure accurate, on-voice responses and rapid rep proficiency.
Role type
Senior Customer Support Communications Manager
Builds
Knowledge bases, Help Centers, support macros, and training programs for multiple DTC brands.
Domain
eCommerce / Direct-to-Consumer
Deliverable
product features
Required skills
Knowledge base management, Help Center design, support macro creation, training program design, cross-functional alignment, metrics analysis, multi-brand content adaptation
Preferred skills
DTC/eCommerce experience, AI-powered support tools familiarity, startup environment experience
Technologies
Zendesk, Intercom, Gorgias
Responsibilities
Build and maintain accurate knowledge bases for partner brands; Own customer-facing Help Centers end-to-end; Write and refine support macros; Design and run onboarding and ongoing training; Audit content for accuracy and consistency; Partner with Product and Marketing; Track support metrics to prioritize improvements
Seniority
Senior, hands-on IC