Customer Experience Team Supervisor at StayTuned Digital

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description


HOURS/TIMEZONE: This role is 40 hours per week, open-ended. We're looking to cover 12pm-8pm GMT/UTC.


StayTuned is building a suite of tools to help high growth ecommerce brands grow even faster. Our focus is on Shopify, the go-to platform for ecommerce brands where we believe there is a massive opportunity to build this large and profitable software suite. We are executing an ambitious strategy to build and acquire Shopify apps under a single software platform using shared resources and an ability to cross sell apps in this ecosystem. This suite of tools will come in the form of a portfolio of Shopify apps that each solve a unique problem for brands and grow alongside the innovative brands in the Shopify ecosystem. We’re also acquiring existing high potential Shopify apps, improving them, and growing them. We’re looking to hire talented people who are highly motivated and eager to shape our company’s culture at this early stage.

We are well-funded, backed by several top venture capital firms and well known angels, and led by a team of seasoned veterans from startups and big tech companies. Our team is fully remote with work from home benefits.


You’ll be responsible for a team of up to 7 support specialists serving thousands of customers across up to 5 different Shopify apps. To be successful in this role, you need to be an empathetic leader with excellent communication skills and a strong background in software customer support. Most importantly, you must love helping people!

We’re building something exciting here at StayTuned. If you’re someone with a pioneering spirit who gets a kick out of tackling diverse challenges, investigating and solving problems, inspiring people, and finding new ways to wow customers, then this is the perfect opportunity for you!


In this critical operational role, your main focus will be to guide, empower, and inspire your team to deliver the kind of world-class customer support that people rave about.

  • Reporting directly to the CX Lead, you’ll be the go-to quality control expert for customer service on the apps your team is serving.
  • You’ll develop close relationships with your team members to build team unity, ensure everyone operates efficiently, and help them reach their full potential.
  • You’ll work with other teams and CX leadership to identify ways to help improve the entire customer experience.

Regular duties and responsibilities include:

  • Leading regular team meetings as well as one-on-one coaching with individual team members
  • Dealing with disputes, de-escalating conflicts, and resolving complex issues as the first point of escalation
  • Auditing your team’s engagements to identify strengths and weaknesses and develop plans for improvement
  • Creating workflows and scalable processes to standardize and improve your team’s performance
  • Occasionally dealing with customer inquiries as first responder when team members are sick or on vacation
  • Reporting on team performance, including measurement of progress against goals and identifying areas for improvement
  • Identifying resourcing needs and advocating for them (e.g. new people to join teams, new operational tools, etc.)
  • Advocating for your team and their customers within the rest of the organization


  • You have 3+ years experience serving customers directly in dynamic multi-tier support environments for at least 2 different web-based apps; at least 1 year was in a role where problems were escalated to you (e.g. Tier 2)
  • You have at least 1 year experience leading small teams and coaching team members in SaaS / web app customer service or technical support environments
  • You have strong proven experience working with Zendesk ticketing platforms to deliver customer service and technical support
  • You have experience writing and publishing self-help materials such as how-to’s, FAQs, guides, etc.
  • You’re a clear and direct communicator, able to simplify complex ideas so just about anyone can understand them and manage customers’ expectations in an honest and relatable manner
  • You’re genuine and approachable – people seem to warm up to you quickly and you get along with folks from diverse backgrounds
  • You’re assertive yet collaborative, eager to get involved and not afraid to voice your opinions in constructive ways
  • You’re self-sufficient and resourceful, known for your ability to prioritize your time effectively and stay cool under pressure
  • You’re a tenacious problem solver – you’re relentlessly curious about how things work, you easily adapt to new technologies, and you’re logical and methodical in how you do things
  • You’re a fluent English-speaker with excellent writing and verbal skills

Bonus points

  • Early-stage startup experience
  • Experience building or supporting Shopify stores or apps
  • Experience working with entrepreneurs/small business owners and understand their mindsets and common goals 
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StayTuned Digital

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