About GUAPI
GUAPI is a global luxury streetwear brand known for bold design, premium craftsmanship, and strong cultural positioning across fashion, music, and sport.
The Role
We are seeking a highly capable Customer Support Manager to take full ownership of GUAPI’s customer experience and lead our support operations at scale.
This role goes beyond handling queries — it requires leadership, systems thinking, and operational excellence.
Key Responsibilities
- Lead and manage customer support across email, social, and platforms
- Ensure fast, accurate, and high-quality responses
- Set workflows, standards, and team expectations
- Monitor KPIs (response time, resolution, satisfaction)
- Train and develop support team members
- Handle escalations and complex cases
- Build and optimize support systems and automations
- Implement AI-driven support tools where relevant
- Collaborate with logistics and operations teams
- Maintain a premium GUAPI brand voice
Requirements
- Experience managing a customer support team (e-commerce or fashion preferred)
- Strong leadership and people management skills
- Experience building processes and systems
- High accountability and organization
- Strong communication and decision-making skills
- Familiarity with Shopify, Gorgias, or similar tools
What We Offer
- Competitive salary
- Leadership role with high ownership
- Remote flexibility
- Opportunity to build a scalable support function
- Direct impact on brand experience
