Customer Support Manager (Contract)

Acquisition.com; United States; Remote; USD 104,000 - 133,000; Full time

Job summary

Acquisition.com is seeking a Customer Support Manager to oversee support operations for a major book launch. This role involves setting up systems, managing teams, and ensuring high-quality customer interactions during a high-volume launch period. The ideal candidate will have extensive experience in customer support operations, particularly in e-commerce, and will thrive in fast-paced environments.

Qualifications

• 5+ years in customer support operations, preferably in e-commerce or live launch events.
• Experience with help desk tools and scaling support teams.
• Strong project management skills in high-pressure environments.

Responsibilities

• Oversee customer support lifecycle across Shopify experience.
• Design and execute surge support strategy for 20,000+ interactions.
• Monitor performance dashboards and coordinate with teams during peak days.

Skills

Customer support operations

Project management

E-commerce

AI customer service solutions

Tools

Shopify

Gorgias

Intercom

Job description

Summary:

Acquisition.com is gearing up for what we expect to be the largest single-day non-fiction book launch in history. We’re seeking a Customer Support Manager who can architect, implement, and oversee world-class support operations for our Shopify-based book launch experience. This role will be instrumental in scaling support for a projected 1,000–2,000 interactions per day, with surges up to 20,000+ in a 24-hour window during launch week.

If you thrive in high-stakes environments, are obsessed with systems, and know how to blend AI, automation, and people to deliver seamless customer experiences—this is your moment.

Role:

As the Customer Support Manager, you will own and operate the full lifecycle of customer support across our Shopify experience leading up to, during and post launch. You will lead setup, staffing, quality control, and delivery—ensuring that every customer interaction builds trust, drives action, and protects the brand. You’ll collaborate closely with the Project Manager, Tech (Shopify) Owner, and Marketing & Sales leads to prepare for and respond to massive scale.

Responsibilities:

1. System Setup & Automation

• Select and implement a help desk solution (e.g., Gorgias).
• Build out AI chat agent(s) and automated workflows for high-volume response scenarios.
• Create response templates, macros, and escalation rules for all customer types.

2. Surge Support Strategy

• Design and execute a plan to handle 20,000+ support interactions in a 24-hour period.
• Build and train a temporary surge team through BPO partnerships or agencies.
• Staff a live chat and hotline team for day-of-book-launch phone support.
  

3. Quality & Experience

• QA all AI and live rep responses for tone, clarity, and accuracy pre-launch.
• Develop and deliver training playbooks and SOPs for all support agents.
• Ensure SLAs are met across all channels (chat, email, phone, etc.).
  

4. Live Operations & Post-Support

• Monitor performance dashboards in real time.
• Oversee customer issue escalation during peak days.
• Coordinate closely with logistics, marketing, and technical teams to resolve post-purchase issues.

Results:

• Launch support systems are 100% functional, trained, and tested before August 1, 2025.
• All customer queries, across email, chat, and phone, are resolved in under 6 hours during peak days.
• Surge support team is operational and fully trained to maintain high CSAT during live events.
• Clear documentation, SOPs, and post-launch debrief reports delivered by project end.

Requirements:

• 5+ years in customer support operations, preferably with experience in e-commerce or live launch events.
• Proven experience selecting and deploying help desk tools, chat systems, or AI customer service solutions.
• Experience scaling support teams quickly, including sourcing and managing BPO partners.
• Strong project management skills and comfort operating in high-pressure, time-sensitive environments.
• Experience with Shopify, Gorgias, Intercom, or similar platforms.
• Ability to build clear training documentation and QA systems for live reps.

Knowledge of post-purchase flows and integration with logistics partners like ShipBob

Location:

• Remote, USA.
• Flexibility to be onsite at our Las Vegas Headquarters the week of August 11th.

Contract Terms:

• June 2025 - January 2026

Compensation:

• $104,500 - $133,000 annual salary
• $8k - $11k per month