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Babylist · 13 hours ago

Manager, Customer Service

United States

Full-time

Remote

Mid, Senior Level

$118K/yr - $139K/yr

5+ years exp

Babylist is the leading registry, e-commerce, and content platform for growing families, and they are seeking a Manager for Customer Service. In this role, you will lead offshore team leads managing chat and email support operations, focusing on building and scaling support infrastructure while driving continuous improvement through data and AI adoption.

BabyE-CommerceHealth CareInternetMarketplaceParentingToys

Growth Opportunities

Hiring Manager

Danielle Bridgewater

Responsibilities

Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams

Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones

Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction

Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows

Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams

Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots

Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements

Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth

Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability

Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions

Collaborate with content and operations partners to develop and maintain clear, effective SOPs and response strategies for agents and AI tools

Partner with Quality, Training, and Content teams to ensure accurate, up-to-date knowledge bases and consistent support standards

Work daily in Zendesk for operations management and use Sigma dashboards independently to monitor performance, identify trends, and make data-driven decisions that improve team effectiveness and user experience

Manage offshore team operations in the Philippines (working US business hours) with cultural awareness and strong remote leadership practices

Model and uphold Babylist values in daily operations – clarity, intentional focus, continuous improvement, and a deep commitment to our users

Qualification

People managementZendeskData analysisOffshore team managementKPI trackingAI tools adoptionChange managementUser experience focusEntrepreneurial mindsetClear communication

Required

5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment

Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices

Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support

Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback

Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making

Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams

Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management

Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement

Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members

Hands-on leader who can flex across levels: coaching individual contributors, developing managers, running daily operations, and contributing to cross-functional strategy

Brings a high bar for user experience and sees support as a core part of the product, not just a cost center

Entrepreneurial mindset—comfortable operating in ambiguity, building processes from scratch, and adapting quickly as the business evolves without established playbooks

Thrives in fast-moving, scale-up environments (vs. large enterprises), prioritizes effectively, and consistently focuses on what matters most

Comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations—you embrace using technology to enhance team performance while keeping people at the center