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we are looking for a Customer Support Manager.
As a Customer Support Manager you will play a key role in ensuring exceptional customer experience related to purchasing and collection, service coordination, and solution identification. You will develop the physical and digital infrastructure, including process development, through cross functional collaboration with other operational and customer facing teams. Your leadership will be crucial in maintaining high levels of customer satisfaction, resolving complex issues, and contributing to the success of our customer support operations. This role offers the opportunity to drive customer satisfaction and loyalty while building leadership capability in a dynamic, science-driven organization.
Key Responsibilities:
Design, build, and scale the customer support infrastructure and processes, including policies, workflows, tools, and KPIs.
Operate and continuously improve customer support performance, monitoring metrics, identifying trends, and driving service quality, efficiency, and compliance
Own customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experience
Provide regular performance and customer satisfaction reporting to leadership to enable data-driven decisions
Establish internal training frameworks and knowledge standards to support consistent, high-quality issue resolution
Build, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows

we are a leading creative technology company on a mission to empower creators and brands to bring their vision to life with video. Offering cutting-edge AI tools and models for image, video, and voiceover creation, alongside high-quality creative assets and powerful editing tools, Artlist enables creators to stay on trend and achieve their creative goals. Trusted by over 30 million creators worldwide and top brands including Google, Amazon, Microsoft, and Versace, Artlist provides a seamless, subscription-based platform with a global license, giving creators everything they need to produce professional video content efficiently. For more information, visit artlist.io. Artlist's core Gen AI product puts state-of-the-art generative models for image, video, and voiceover directly in creators' hands, giving them total creative control over every stage of production. It is our flagship offering and a core pillar of our innovation strategy. As a Product Builder on our core Gen AI product, you will define and ship the future of video production for millions of creators interacting with generative AI. A Product Builder is not a traditional Product Manager who hands off requirements; a Product Builder makes. You take end-to-end ownership of a defined product area and turn ideas into shipped product, working hands-on inside a small, fast-moving pod. Your core deliverable is the Definition of Ready (DoR): a working prototype, the data events and success metrics to instrument, and a tight, operational spec that engineers and AI agents can build from directly. This replaces the old cycle of long PRDs and Figma wireframes recreated by hand. You decide what to build, how it will behave, and how we will know it worked, before a line of code is written. This role requires translating evolving AI model capabilities into intuitive, high-quality user experiences. You will balance user needs, technical constraints, and business goals to scale and evolve the product's capabilities, and drive measurable impact on key engagement and retention metrics.