Commas is the full-stack growth platform for digital businesses. Whether someone is just getting started or building toward their next million dollars, we give them the infrastructure to do it — payments, checkout funnels, community, courses, affiliate systems, analytics, and everything in between, all in one platform.
We’re one of the fastest-growing future-of-work companies in Miami, processing billions in volume through our platform. The team moves fast, ships constantly, and is obsessed with helping people earn from what they already know. If you want to help make this market more accessible, this is the place.
🏢Role Description
We’re seeking a Customer Support Manager to own training, knowledge, quality control, escalations, and reputation across our Customer Support and Client Success teams. Our support organization serves both the sellers who build on Commas and the customers who buy from them, across email, live chat, phone, and Slack. In this role, you will:
🔹Lead and develop a team of ~12–15 Customer Care and Client Success associates, including offshore and overnight coverage.
🔹Become the escalation point for Customer Care and build a team that resolves hard cases on its own.
🔹Raise the quality of every conversation through training, QA, and a knowledge base that keeps pace with the product.
You’ll report to the Head of Customer Success and work closely with Client Success, Risk, Disputes Operations, and Engineering. By day 90, Customer Care escalations should stop routing to the Head of Customer Success by default and come to you instead.
✅Key Responsibilities
✅People Management
✅Lead the Customer Care team: schedules, coverage across time zones, 1:1s, performance reviews, and documented performance plans when needed.
✅Hold associates to clear standards and address gaps directly and quickly.
✅Hire and onboard new associates, including offshore and overnight staff.
✅Escalations (T2/T3)
✅Serve as the escalation point for hard buyer and seller cases, upset customers, and anything an associate can’t resolve.
✅Triage, resolve, or route cases to the right owner (Client Success, Risk, Disputes Operations, Engineering) with evidence already gathered.
✅Turn every repeat escalation into a fix: a macro, a knowledge article, or a training rep.