Customer Support Manager at Breeze Unlimited | Torre

Customer Support Manager

You'll build scalable customer experience systems, shaping a premium brand's global growth.
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Full-time

Legal agreement: Employment

Compensation USD1/year
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Remote (anywhere)
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Emma of Torre.ai
8 days ago

Requirements and responsibilities


Job description:About GUAPIGUAPI is a fast-scaling global premium streetwear brand, with strong traction across the US, Japan, and Europe. Known for bold design, limited drops, and cultural relevance, GUAPI is now entering a critical phase: transitioning from a fast-growing brand into a structured, scalable, and investor-ready company.We are looking for a highly capable Customer Support Manager to take full ownership of our customer experience and lead our customer support team.This role is not just about answering messages it’s about managing people, building systems, and continuously improving how we handle customer interactions at scale.ResponsibilitiesLead and manage the customer support team across all channels (email, Instagram DMs, support platforms)Ensure the team delivers fast, accurate, and high-quality responsesSet clear standards, workflows, and expectations for the support teamMonitor team performance (response time, resolution rate, customer satisfaction)Train, guide, and improve team members continuouslyIdentify weak points in the team and fix them (process, people, or tools)Handle escalations and complex customer casesBuild and optimize support systems, templates, and automationsImplement and manage AI-driven support solutions where relevantWork closely with operations, logistics, and fulfillment to resolve issues efficientlyMaintain a premium and consistent GUAPI brand tone across all communicationWhat We’re Looking ForProven experience managing a customer support team (preferably in e-commerce or fashion)Strong leadership and people management skillsAbility to build systems and processes, not just execute tasksHigh level of organization and accountabilityStrong decision-making and problem-solving abilityClear and professional communication skillsComfortable with tools like Shopify, Gorgias, or similar platformsKey TraitsOwnership mindsetStructured and detail-orientedProactive and solution-drivenHigh standards for quality and speedAble to manage pressure and volumeGoal of the RoleBuild and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.
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