Remote Customer Support Manager

JoinBrands.com is a fast-growing creator economy & influencer marketing SaaS platform that helps brands scale authentic user-generated content through a global network of creators.

We work with Amazon sellers, TikTok Shop brands, DTC companies, agencies, and local businesses to enable them to launch, manage, and optimize creator campaigns at scale.

Our platform combines creator sourcing, campaign management, analytics, and education, all built for speed, performance, and real results.

We’re looking for a Remote Customer Support Manager who can own support operations end-to-end, lead a distributed team, and help us build best-in-class support systems as we scale.

Role: Remote Customer Support Manager

This is a hands-on leadership role. You’ll manage people, processes, tooling, automation, and customer experience, while staying close to users and product.

What You’ll Do

Customer Support Leadership

• Lead, coach, and scale a fully remote customer support team
• Set clear SLAs, KPIs, CSAT, response times, and quality standards
• Act as an escalation point for high-impact brand & creator issues
• Regularly jump on Zoom calls with customers to resolve complex cases

Support Operations & Process Design

• Design and continuously improve support workflows, playbooks, and macros
• Run customer surveys (CSAT, NPS), analyze feedback, and turn insights into action
• Partner closely with Product, Engineering, Sales, and Marketing teams
• Build internal documentation and knowledge bases for speed and consistency

Tooling, Automation & AI

• Own Intercom end-to-end (Inbox, Help Center, Automations, Fin AI)
• Implement and optimize Fin AI for Intercom to reduce ticket volume and improve resolution speed
• Use AI automation to triage, tag, route, and summarize conversations
• Continuously test and deploy new workflows using AI + automation tools

Systems & Project Management

• Manage support projects in ClickUp (roadmaps, SOPs, backlog, priorities)
• Coordinate daily operations via Slack
• Apply best practices from Agile / Kanban / Lean support ops
• Track issues, bugs, and feature requests with structured feedback loops

Hiring & Team Development

• Recruit, onboard, and train new support agents
• Create onboarding frameworks and ongoing training programs
• Foster a culture of ownership, accountability, and customer obsession

Required Qualifications

• 3+ years managing customer support teams in a SaaS environment
• Deep hands-on experience with Intercom (Inbox, Automations, Help Center)
• Strong written and spoken English (Spanish is a plus)
• Proven experience improving support metrics through process redesign
• Experience managing remote teams across time zones
• Comfortable working in US time zones
• Fast learner with strong product and technical curiosity

Strong Plus (Nice to Have)

Experience with Fin AI for Intercom or similar AI support tools

Working knowledge of AI automation, workflows, or LLM-based tools

Basic technical skills:

• Python or JavaScript (even light scripting is a plus)
• Understanding APIs, webhooks, or SaaS integrations

Familiarity with Slack, ClickUp, Notion, and modern SaaS stacks

Experience in:

• Startup environments
• SaaS companies
• Influencer marketing platforms or agencies

Technical or STEM degree (not required, but a plus)

How We Think About Support at JoinBrands

• Support is not a cost center - it’s a growth engine
• Speed, clarity, and ownership matter more than scripts
• Automation should remove friction, not add it
• Great support teams understand product, creators, and business goals

Why JoinBrands

• Work remotely with a high-performance global team
• Real ownership over systems, tools, and outcomes
• Build modern, AI-powered support operations from the ground up
• Competitive compensation + growth opportunities
• Be part of a company shaping the future of the creator economy

If you’re a customer-obsessed operator, strong people leader, and systems thinker who enjoys building scalable support in a fast-moving SaaS startup, we’d love to meet you.