Role Description 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. - Lead and manage the customer support team across all channels (email, Instagram DMs, support platforms) - Ensure the team delivers fast, accurate, and high-quality responses - Set clear standards, workflows, and expectations for the support team - Monitor team performance (response time, resolution rate, customer satisfaction) - Train, guide, and improve team members continuously - Identify weak points in the team and fix them (process, people, or tools) - Handle escalations and complex customer cases - Build and optimize support systems, templates, and automations - Implement and manage AI-driven support solutions where relevant - Work closely with operations, logistics, and fulfillment to resolve issues efficiently - Maintain a premium and consistent GUAPI brand tone across all communication Qualifications - Proven experience managing a customer support team (preferably in e-commerce or fashion) - Strong leadership and people management skills - Ability to build systems and processes, not just execute tasks - High level of organization and accountability - Strong decision-making and problem-solving ability - Clear and professional communication skills - Comfortable with tools like Shopify, Gorgias, or similar platforms Key Traits - Ownership mindset - Structured and detail-oriented - Proactive and solution-driven - High standards for quality and speed - Able to manage pressure and volume Goal of the Role Build and manage a high-performing customer support team while creating a scalable, efficient, and premium support system that strengthens the GUAPI brand experience.

• Owns CX-facing AI enablement across pre-purchase, post-purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities. • Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards. • Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand-safe AI practices. • Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens. • Owns configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions. • Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality. • Own WFM configuration, including channel-based forecasting and staffing across voice, chat, sales, and support. • Hold vendors accountable to performance, delivery timelines, and scalability requirements. • Own day-to-day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact. • Define success metrics and reporting that connect AI performance to CX outcomes and financial results. • Lead root-cause analysis on performance gaps and drive cross-functional improvements. • Partners with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities. • Owns AI-readiness and structure of CX knowledge systems (taxonomy, retrieval quality, governance), in partnership with Content and Product teams who own underlying CMS platforms. • Partner with Quality, Training, and Knowledge teams to align human and AI learning standards. • Establish governance and quality standards for AI prompts, responses, and knowledge updates. • Lead AI and technology initiatives from scoping through launch, adoption, and optimization. • Serve as the primary CX owner for AI and tooling initiatives across Product, Engineering, Data, Operations, and vendors. • Develop project plans, communication cadences, and success metrics to drive alignment and execution.

• Support global customers across multiple channels, including Zendesk, social media, and other communication platforms • Communicate with users in a friendly, professional, and human-centered way, representing the company’s voice • Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions • Escalate bugs and product issues with clear documentation and actionable insights • Generate and manage reports on customer experience metrics and satisfaction levels • Monitor trends and recurring issues to inform product and customer experience improvements • Contribute to customer experience strategies and initiatives that elevate service quality • Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience • Create and maintain documentation, knowledge base articles, and internal processes • Manage multiple projects and priorities effectively in a dynamic environment

Role Description Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. Shift: - Working Days: Monday - Friday - Days Off: Saturday + Sunday - Shift Hours: 9:00am – 6:00pm EST What you'll do: - Incident Handling - Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system. - Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed. - Classify incidents based on severity and priority. - Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents. - Investigate and resolve incidents with no known solution. - Collaborate with other team members to assist them with resolution of incidents. - Contribute and update our Knowledge Base and Communities. - Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests. - Ensure service level standards are achieved (as defined by the Technical Support management team). - Handle interruptions well and move between tasks with ease while still meeting deadlines. - Incident Escalation - Troubleshoot technical issues with clients using learned product knowledge and support processes. - Collaborate with Senior or Principal Support Engineers on complex cases when appropriate. - Replicate and log reported bugs in bug tracking system. - Escalate cases to Escalation or R&D Engineers when required. - Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries. - Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer. - Customer Care - Attend virtual and classroom based training classes. - Complete certifications for company products. - Complete training for complementary 3rd party products. - Use appropriate discretion in handling critical client calls and escalating calls to management. - Perform each duty above with our customers' satisfaction as your number one priority. - Assist in training new Technical Support team members. - Contribute new content to the Support Knowledge base. - Work shift rotation to cover evenings, public holidays and weekends. Qualifications - Bachelor’s degree in Business Applications, Computer Science, or a related field is desired. - Computer/IT Certification a plus (or equivalent years of work experience). - At least 2 years of product support experience, preferably in a support analyst or technical support position preferred. - Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances. - Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues. - Excellent knowledge of customer service principles and practices with previous customer service experience. - Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures. - Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment. - A positive, professional, solution-oriented, enthusiastic and team-oriented attitude. - Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines. - Ability to follow department processes and procedures. - Experience utilizing CRM systems. Requirements - Advanced Website knowledge, DNS + AWS backend experience. - Intermediate desktop OS knowledge, understanding file paths on a local PC. - Experience using remote tools to troubleshoot. - Basic knowledge of how businesses reconcile payments and revenue. - Intermediate network communication, network security, network administration and wireless networking knowledge. - Understanding of payment processing, troubleshooting EMV devices. - Proficiency supporting multiple versions of Windows. - Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari. Benefits - Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance. - 401(k) match after 60 days, 100% vested after 1 year. - Employer contribution to your HSA, plus an HRA to help offset your deductible. - Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. - Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! - 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops. - Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - ’Paw’ternity Leave and Pet Bereavement. - Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed. - $50 monthly home data stipend, plus a home office sign-on bonus of $250. - Fertility care support options to help in your journey towards parenthood. - Access to financial experts to help you make informed decisions and achieve your financial goals. - Direct Student Loan Payment Program, some qualifications and eligibility rules apply.