Location: Remote (U.S.)

Experience: 4+ years in customer support, including team management

About TYB

TYB (“Try Your Best”) is building a community rewards platform for top brands to directly engage and reward their communities for taking valuable actions. We have a unique B2B / B2C product and growing numbers of paying customers and engaged users. We are backed by top investors with an office in San Francisco and a geographically distributed team with experience launching, building, and scaling the world’s most iconic startups.

Role Overview

We seek a Customer Support Manager to lead and scale TYB’s user support function. This person will manage a small, high-impact team that delivers timely, clear, and complete responses to user inquiries. You’ll be pivotal in leveraging AI and automation to improve efficiency and ensure every TYB user gets a seamless, helpful experience.

Reporting to the Head of Growth, you will directly connect user feedback to our product and business strategy.

What You’ll Do

• Lead and empower a high-impact, small team to deliver fast, high-quality responses to user questions and issues.
• Drive operational excellence by implementing and optimizing AI and automation tools to streamline workflows, improve response times, and maintain coverage.
• Become an expert in TYB from the user’s perspective — navigating the platform, identifying common issues, and supporting users with clear guidance.
• Own all user-facing support channels (chat, email, help center), ensuring accurate and consistent communication.
• Maintain and improve help center documentation, canned responses, and internal guides.
• Monitor team performance and metrics (response time, resolution time, first contact resolution, CSAT) to ensure continuous improvement.
• Collaborate with Product and Engineering to flag and follow up on recurring bugs or UX issues impacting users, acting as the voice of the customer.
• Maintain accountability to SLAs while fostering a friendly, empathetic, and uniquely on-brand tone.

What You Bring

• 4+ years of experience in customer or user support, including 1–2 years successfully managing a team.
• Strong operational mindset and proven experience implementing or optimizing AI/automation tools (chatbots, macros, AI assist) in a customer-facing environment.
• Excellent written communication skills — clear, concise, and human.