We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team.

This role is not just about answering messages — it’s about managing people, building systems, and continuously improving how we handle customer interactions at scale.

## Responsibilities

- Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms)

- Ensure the team delivers fast, accurate, and high-quality responses

- Set explicit standards, workflows, and expectations for the support team

- Monitor team performance (response time, resolution rate, customer satisfaction)

- Train, guide, and improve team members continuously

- Identify weak points in the team and fix them (process, people, or tools)

- Handle escalations and complex customer cases

- Build and optimize support systems, templates, and automations

- Implement and manage AI-driven support solutions where relevant

- Work closely with operations, logistics, and fulfillment to resolve issues efficiently





- Maintain a premium and consistent GUAPI brand tone across all communication

## What We’re Looking For

- Proven experience managing a customer support team (preferably in e-commerce or fashion)

- Strong leadership and people management skills

- Ability to build systems and processes, not just execute tasks

- High level of organization and accountability

- Strong decision-making and problem-solving ability

- Clear and professional communication skills

- Comfortable with tools like Shopify, Gorgias, or similar platforms

## Key Traits

- Ownership mindset

- Structured and detail-oriented

- Proactive and solution-driven

- High standards for quality and speed

- Able to manage pressure and volume

## Goal of the Role

Build and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.

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If you’re someone who can lead people, build systems, and improve operations — this role is for you.

📌 Customer Support Manager (Ottawa)
🏢 GUAPI
📍 Ottawa