Manager, Shopper Support

About the Role

We are seeking a Manager, Shopper Support to join our Product Support team. This is an individual contributor role responsible for owning the shopper support experience end-to-end — from first contact through resolution — while partnering with leadership on strategy and building the systems, workflows, and documentation that allow the function to scale. You'll be equally comfortable thinking through the big picture and getting your hands dirty in Intercom, and you'll bring the same energy to new problems as they emerge in a fast-moving product environment.

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Your Impact In The Role

• Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning
• Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume
• Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale
• Define quality standards and escalation protocols for shopper support, ensuring consistency across all touch points
• Lead cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues
• Build and maintain documentation, workflows, and team norms that help others navigate complex shopper situations consistently
• Leverage AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive better shopper outcomes
• Flex into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support owner

You Are Energized By

• Owning complex problems from discovery through resolution — and building systems so they don't recur
• Operating at both the tactical and strategic level: improving a workflow one day, scoping a cross-functional initiative the next
• Getting hands-on with tooling and queues — you don't just design the system, you work in it
• Leaning into ambiguity and emerging problem spaces where there isn't a playbook yet
• Using data to create clarity for others and make confident tradeoffs under uncertainty
• Acting as a trusted partner to Product, Engineering, CS, and Brand teams on issues that affect the shopper experience
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength

What We Are Looking For

• Bachelor's degree or equivalent experience
• 3–5 years of experience in customer support, consumer experience, or a related operations role, with demonstrated ability to own complex workstreams independently
• Hands-on experience with Intercom, Zendesk or a similar support platform; comfortable working directly in tooling day-to-day, not just overseeing it
• Experience in e-commerce, marketplace, or consumer tech; familiarity with affiliate or creator platforms a plus
• Proven ability to manage a high-volume support queue while balancing urgency, quality, and process improvement
• Strong data fluency — comfortable synthesizing support metrics and customer signals into actionable insights
• Strong written and verbal communication skills; able to present clearly to leadership and influence cross-functional partners
• Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
• Excellent time management and prioritization skills; knows what to push forward and what to park
• Comfortable operating in ambiguity and picking up emerging workstreams without a defined playbook

Bonus Points

• Experience working in a startup or high-growth SaaS or marketplace environment
• Familiarity with Zendesk or similar support tooling in addition to Intercom
• Knowledge of the creator economy, influencer marketing, or affiliate platforms
• Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar)