Customer Support Manager

Department: Customer Experience

Reports To: Director of Customer Experience

Type: Full-time, Salaried

Location: On-site, Durham, NC

Schedule: Some early morning or evening overlap with our teams in the Philippines and Egypt

To Apply

Email jess@mycarpe.com with your resume attached as a PDF and a short paragraph, in your own words (not AI), on why you want this role.

In the same email, answer one question: tell us about a time an AI agent or chatbot you owned was giving customers the wrong answer. How did you find out, what was causing it, and what did you change?

We use AI heavily here and we expect you to. For this application, we want your own words.

We read every application. We reply to the ones that answer the question.

Carpe is an equal opportunity employer, and we are actively working to build a team that reflects the people we make products for.

About Carpe

Carpe is the fastest-growing deodorant brand in the US. Our team is made up of smart people who care about the work, building together in person in downtown Durham, NC. The office is open, with plenty of quiet niches when you need to focus, and the pace is fast.

Ask anyone here what they like most about working at Carpe and you will get the same answer: the people. No ego. Honest feedback. High expectations. Everyone pitching in outside their job description.

Many of our customers have struggled with sweat for years and tried everything else before they found us. How we treat them matters as much as the product. Most buy on subscription, so every support conversation is part of whether they stay.

About the Role

Our customer experience team has more than doubled in a little over a year. Today it is 8 team leads and 64 agents across the Philippines and Egypt, working alongside an AI agent that resolves a growing share of customer contacts.

Every one of those leads reports straight to the Director of Customer Experience. The team has outgrown that. We are hiring a Customer Support Manager to build the layer in between and run the operation day to day.

That means a weekly operating rhythm, clear accountability for every lead, and someone with the judgment to make the calls that currently have nowhere to go. You will have real authority to run it: schedule exceptions, escalation outcomes, and lead performance plans are yours.

This role is equal parts people leader and AI operator. Roughly 40% of your time goes to leading the leads and owning team performance, 40% to keeping our AI agent and automations accurate in production, and 20% to escalations and knowledge.

Support is not a cost center here. How we handle refunds, cancellations, and the AI agent's answers shows up directly in whether customers stay.

What You'll Do

Lead the leads

Develop 8 team leads into strong people managers, with weekly 1:1s, clear standards, and ownership of their results.

Be the decision maker on escalations the leads cannot resolve, then fix the pattern behind them in process, training, or the AI agent.

Keep 64 agents and the AI agent working from the same playbook: the knowledge base, shortcuts, and training, updated every time a process changes.

Own the numbers

Own SLA and queue performance across every channel and both sites.

Own agent level adherence, productivity, refund rate, and subscription cancellation rate.

Run a weekly operating review that turns those numbers into decisions: what moved, why, and who fixes it by when.

Own the AI agent

Audit its flows, find where it is getting customers wrong, and fix it as policies change.

Own the logic and automations behind our QA program. Read what QA finds and decide whether a gap needs one on one coaching, a team refresher, or a better process, SOP, or knowledge base article.

Handle what nobody else can

Work chargeback disputes day to day with our chargeback vendor, and flag where the process needs to change.

What We're Looking For

4+ years in customer support leadership, including 2+ years managing team leads or supervisors who run their own teams.

You have run a support operation too big to touch every ticket, so you learned to lead through other leaders.

You have moved support metrics. You can name an SLA, quality, or productivity number you changed and tell us exactly how.

You have owned an AI agent, chatbot, or support automation in production, and you have diagnosed and fixed a failing flow yourself.

You have led offshore or distributed teams across time zones, ideally 50+ agents.

DTC or ecommerce support experience, where refunds, cancellations, and churn are outcomes, not just tickets.

You pull and read your own data. You look at a dashboard and know which number to worry about.

When the AI agent gives a customer the wrong answer, your instinct is to open the flow and find out why.

People on your teams get better because you are there.

Nice to Have

Subscription business experience

Kustomer, DigitalGenius, Recharge, Shopify, or Assembled

Staffing and capacity analysis

Building QA programs or QA automation

This Is Not

A supervisor role where someone else makes the calls. Escalations, exceptions, and lead performance are your decisions.

A purely strategic CX role. You will be close to the queues, the leads, and the AI agent every week.

A role where AI is someone else's problem. Keeping our AI agent accurate is core to the job.

A role for someone who needs a finished playbook. Much of how this layer works, you will build.

What Success Looks Like

In your first 90 days

You are running weekly 1:1s with all 8 leads and a weekly operating review the team relies on.

Leads come to you first, and you resolve most of what reaches you.

You know the AI agent's flows well enough to audit them, and you have fixed the first round of issues you found.

By 12 months

Queues consistently meet SLA, and every miss has a diagnosed cause and an owner.

Adherence, productivity, refund rate, and cancellation rate have measurably improved.

AI agent problems are caught in your audits, not reported by customers or agents.

The leads run with clear accountability and have grown into bigger scopes.

Escalations to the Head of Customer Experience are the exception.

What You'll Get

Competitive salary based on experience

401k

Health insurance (Carpe covers a portion), with vision and dental options

Employer-paid life insurance

Free product, a snack and drink bar, and a team of brilliant, determined, and kind people to build alongside

To Apply

Email jess@mycarpe.com with your resume attached as a PDF and a short paragraph, in your own words (not AI), on why you want this role.

In the same email, answer one question: tell us about a time an AI agent or chatbot you owned was giving customers the wrong answer. How did you find out, what was causing it, and what did you change?

We use AI heavily here and we expect you to. For this application, we want your own words.

We read every application. We reply to the ones that answer the question.

Carpe is an equal opportunity employer, and we are actively working to build a team that reflects the people we make products for.