Manager - Customer Support

Utopia Brands, a global leader in consumer products headquartered in Dallas, Texas, is seeking an experienced Manager – Customer Support to lead and expand its customer support team. The company offers a diverse portfolio of category-leading products across bedding, home essentials, kitchenware, beauty, wellness, fitness, apparel, pet care, and kids essentials. Distributed through major retail and online platforms such as Amazon, Walmart, Target, TikTok Shop, Shopify, Temu, and SHEIN, Utopia reaches millions of customers worldwide. With operations spanning North America, Europe, and Asia, the company is committed to product quality, operational excellence, and customer-centric innovation. This role is ideal for a hands-on leader passionate about delivering exceptional customer experiences and building strong, high-performing teams.

Key Responsibilities

Team Leadership & Management
Lead, mentor, and manage a team of Customer Support Representatives. Conduct regular training sessions, coaching, and performance evaluations to ensure continuous team development and motivation.

Daily Operations Oversight
Oversee daily customer interactions across multiple channels including calls, chats, and emails. Monitor key performance indicators (KPIs), service levels, and overall team performance to maintain smooth and efficient operations.

Escalation & Issue Resolution
Take ownership of escalated customer issues, ensuring timely and effective resolution to maintain customer satisfaction and trust.

Customer Experience Strategy
Develop and implement strategies aimed at improving customer satisfaction and retention. Collaborate with internal departments to enhance the overall customer journey and experience.

Reporting & Continuous Improvement
Prepare detailed reports and analyze customer support metrics. Use data-driven insights to identify opportunities for process improvements and operational excellence.

Required Qualifications

- Graduate degree with at least 16 years of formal education.
- Minimum of 6 years’ experience in a managerial role within customer support.
- Strong leadership, communication, and problem-solving skills.
- Ability to work night shifts (6:00 PM – 3:00 AM PKT).
- Experience in ecommerce or international customer support (particularly US/UK markets) is highly desirable.

Preferred Qualifications and Benefits

Joining Utopia Brands offers the opportunity to shape and grow a dynamic customer support operation from the ground up. You will have a meaningful impact on how customers experience the brand and work within a collaborative environment that values its people. This role provides a platform for professional growth while contributing to a company recognized globally for innovation and quality in consumer products.

If you are a proactive leader who thrives in a fast-paced environment and is committed to delivering excellent customer service, this position at Utopia Brands could be the next step in your career.