Customer Support Manager Budget : Fixed salary of $2k-3k/month Working Hours : 9am - 5pm EST Location: Latin America Overview We're seeking an experienced Support Manager to transform our customer support function from reactive to proactive. As a growing marketplace startup, we need someone who can both handle complex support issues and build scalable processes. This role combines hands-on support with operational improvements, focusing on creating sustainable support workflows while maintaining high-quality customer interactions. The right-fit candidate will be a self-starter, who excels at customer resolution, delights in solving problems before they exist, and is a stellar written communicator. You are a strong candidate if you have experience: Navigating competing priorities with ease, effectively triaging a barrage of urgent requests to ensure high-quality service delivery and maintain customer satisfaction Creating high-impact processes from scratch that can scale our support function with minimal resourcing Building and managing a customer support team that thinks strategically about identifying customer needs and drives proactively towards positive resolutions Core Responsibilities: Direct Support (~60-70%) Handle complex customer and instructor issues at scale, particularly around refunds and course experience issues, as well as basic functional support tasks Manage high-priority and escalated conversations with a focus on positive resolution Support both customers (end-to-end) and instructors (through mid-tier escalations), with emphasis on issue resolution and impact Deliver empathetic, personalized customer support that builds trust with our users Develop and implement processes for identifying urgent issues and handling off-hours requests Additional customer operations tasks as needed Operational Improvements (~30-40%) Design and implement Intercom automations to improve efficiency Create workflows to identify and monitor urgent issues during off-hours Develop support processes that scale with our growing volume Build and maintain internal knowledge bases in Notion/Intercom Analyze support trends and provide regular insights to the team that drive product improvements Experience & Skills 3+ years in customer support roles, with 1+ year in a management position overseeing support teams Demonstrated experience in process improvement at scale, including identifying and implementing automations Strong proficiency with Intercom, including workflows and Fin Experience with Slack and Notion for internal collaboration Track record of transforming reactive support into proactive operations Excellence in written and verbal English, with cultural fluency in handling American users Background in managing high-touch customer relationships Strong analytical skills for trend identification and reporting Nice to Have Skills: Experience in support functions for marketplaces or handling multiple user types Experience in a fast-paced, startup environment Familiarity with Linear Critical Competencies Problem Prevention Ability to identify patterns in support issues and proactively implement preventive measures or flag product fixes to mitigate Experience in building automated workflows and self-service resources Communication Excellence Personalized, empathetic communication style that does not rely on AI-generated responses Ability to de-escalate tense situations, particularly around refunds and course issues Strong internal communication skills for cross-functional collaboration Operational Mindset Proven ability to create order and structure in support operations Experience in implementing support processes that scale Strong prioritization skills for managing urgent issues