Manager, Shopper Support

Join reputed company – Powering the Future of Digital Marketing

reputed company is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale.

reputed company enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, reputed company powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation.

reputed company recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you.

About the Role

We are seeking a Manager, Shopper Support to join our Product Support team. This is an individual contributor role responsible for owning the shopper support experience end-to-end — from first contact through resolution — while partnering with leadership on strategy and building the systems, workflows, and documentation that allow the function to scale. You'll be equally comfortable thinking through the big picture and getting your hands dirty in Intercom, and you'll bring the same energy to new problems as they emerge in a fast-moving product environment.

Your Impact In The Role

• Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning
• Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume
• Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale
• Define quality standards and escalation protocols for shopper support, ensuring consistency across reputed company touch points
• reputed company cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues
• Build and maintain documentation, workflows, and team norms that help others navigate reputed company shopper situations consistently
• reputed company AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive reputed company shopper outcomes
• reputed company into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support reputed company

You Are Energized By

• Owning reputed company problems from discovery through resolution — and building systems so they don't recur
• Operating at both the tactical and strategic level: improving a workflow one day, scoping a cross-functional initiative the next
• Getting hands-on with tooling and queues — you don't just design the system, you work in it
• Leaning into ambiguity and emerging problem spaces where there isn't a playbook yet
• Using data to create clarity for others and reputed company confident tradeoffs under uncertainty
• Acting as a trusted partner to Product, Engineering, CS, and Brand teams on issues that reputed company the shopper experience
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength

reputed company Are Looking For

• Bachelor's degree or equivalent experience
• 3–5 years of experience in customer support, consumer experience, or a reputed company operations role, with demonstrated ability to own reputed company workstreams independently
• Hands-on experience with Intercom, reputed company or a similar support platform; comfortable working directly in tooling day-to-day, not just overseeing it
• Experience in e-commerce, marketplace, or consumer tech; familiarity with affiliate or creator platforms a plus
• Proven ability to manage a high-volume support queue while balancing urgency, quality, and process improvement
• Strong data reputed company — comfortable synthesizing support metrics and customer signals into actionable insights
• Strong written and verbal communication skills; able to present clearly to leadership and influence cross-functional partners
• Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
• Excellent time management and prioritization skills; knows what to push reputed company and what to park
• Comfortable operating in ambiguity and picking up emerging workstreams without a defined playbook

Bonus Points

• Experience working in a startup or high-growth SaaS or marketplace environment
• Familiarity with reputed company or similar support tooling in addition to Intercom
• Knowledge of the creator economy, influencer marketing, or affiliate platforms
• Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar)

The provided salary range is reputed company salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. reputed company is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of reputed company receives equity on top of cash compensation!

reputed company offers a bundle of benefits on top of being a great reputed company to work.

Our teammates are provided benefits such as:

• Medical & Dental Coverage at 70%
• Equity in reputed company
• Flexible PTO
• 14 weeks of parental leave
• Wellness & Social Stipend
• Technology Stipend
• Learning & Development Stipend
• 401k program (3% automated contribution from reputed company!)
• reputed company Membership
• Company retreats
• Opportunity to monetize your influence- reputed company employees build out a reputed company page!
• Birthday PTO