AutoDS - Automatic Dropshipping Tools

Manager

• Define and execute a global support strategy aligned with AutoDS’s CX vision and business goals
• Build service frameworks (Standard, VIP, Premium) with clear SLAs, expectations, and differentiated experiences
• Drive the transition from reactive to proactive and predictive service delivery
• Build strong collaboration with Product, Operations, Data, CS Operations, Documentation, Learning, and Support QA teams to reduce friction, improve efficiency, strengthen insights, and elevate the overall customer journey
• Enhance live chat experiences across all teams, ensuring faster, more seamless, and personalized support interactions
• Define and manage key Support KPIs - CSAT, FCR, AHT, CES, QA, deflection, and agent productivity
• Lead process optimization across ticketing, escalation, and automation workflows
• Oversee the implementation, governance, and performance of Intercom as the core support platform
• Build structured reporting and dashboards that support data-driven decision-making
• Collaborate with the AI and Documentation teams to enhance self-service and improve AI response accuracy
• Act as the Voice of the Customer, representing insights to Product and Operations for continuous improvement
• Lead, mentor, and inspire a global management team and their respective support groups
• Foster a culture of ownership, growth, accountability, and continuous improvement
• Develop structured career paths and performance frameworks for team leads and agents
• Encourage cross-team collaboration across diverse regions (Philippines, Greece, Brazil, Israel, UK, Venezuela, Portugal, and more)
• Balance empathy and high performance - building an environment of trust, transparency, and excellence

Global Support Manager