[Remote] Customer Support Manager, Escalations

Note: The job is a remote job and is open to candidates in USA. Hume Health is hiring a Customer Support Manager, Escalations to handle complex and high-risk customer cases and guide team leads and agents. The role partners with Product, Engineering, Fulfillment, and Finance to resolve root causes, improve support processes, and help launch and refine an AI-powered support platform.

Responsibilities

• Investigate across systems (Freshdesk, Shopify, Stripe, order and shipping data, internal tools) to piece together what actually happened before deciding
• Make sound calls when policy doesn't cover the case, document your reasoning, and flag the gap so the next person doesn't have to guess
• Take on frustrated or high-stakes cases directly, calm the situation, and close the loop
• Know when a problem is bigger than one ticket, and raise it quickly with evidence rather than a hunch
• Working alongside our support leadership, you'll take on sensitive and high-risk cases, including legal, regulatory, privacy (GDPR/CCPA), and reputational matters
• Make refund, replacement, and exception decisions within your approval limits, with those limits growing as you ramp
• Help manage chargebacks and payment disputes: gather evidence, prepare responses, and look for patterns
• Route legal and compliance matters to the right internal owner with full context documented
• Review how the AI handles real customer conversations, and spot where it gets things wrong or hands off poorly
• Turn what you see in escalations into better knowledge base content, clearer policies, and smarter handoff rules
• Help define the line between what the AI resolves on its own and what needs a person, and keep refining it as the system learns
• Give Team Leads and Senior Agents clear guidance, approvals, and decisions so they resolve more on their own
• Coach through escalations: when a case reaches you that should have been solved lower, pass the answer back and fix the gap
• Work closely with offshore frontline teams across time zones
• Spot recurring issues across product, fulfillment, and billing, and turn them into tagged, measurable problems with an owner
• Coordinate with Product and Engineering on bugs and known issues, with Fulfillment on shipping, and with Finance on refunds
• Draft SOPs, escalation rules, and policy changes for approval, and help roll them out through our weekly change process
• Track quality metrics (QA score, reopen rate, escalation accuracy, customer effort) rather than speed alone

Skills

• Strong investigative and problem-solving skills. You can work out a messy case from partial information across multiple systems
• Comfortable making decisions with incomplete information, and the judgment to know which calls to make yourself and which to escalate
• Calm, confident de-escalation with frustrated customers
• Ownership mindset. You finish what you start and don't hand problems back half-solved
• You learn fast and go looking for the answer instead of waiting to be told
• 3+ years in customer support or CX, including 1+ year as a team lead, senior agent, or escalations owner
• Experience in high-volume e-commerce support, ideally with seasonal peaks
• Experience with Shopify order management: refunds, returns, exchanges, and order edits
• Clear, direct writing. You'll write customer responses, guidance, and SOP drafts that others copy
• Hands-on experience with Freshdesk (strongly preferred)
• Or a similar platform such as Zendesk, Gorgias, or Intercom
• Experience with high-risk cases: legal threats, chargebacks, privacy requests, or public complaints
• Experience managing or coordinating offshore or distributed teams
• Consumer hardware or connected-device support (troubleshooting, warranty, RMA)
• Subscription billing (Stripe, Recharge, or similar) and chargeback handling
• Telehealth, pharmacy, or other regulated healthcare-adjacent support
• Exposure to AI support tools, or a real curiosity about how they work
• Experience building or rebuilding support operations

Benefits

• Remote: Canada or US

Company Overview