Manager, Customer Service

Who We Are

Babylist is the leading registry, e-commerce, and content platform for growing families. More than 9 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the Babylist Shop, Babylist Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and beyond partner with Babylist to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 million in 2024 revenue, Babylist is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every step. As we build the generational brand in baby, our mission remains simple: to connect growing families with everything they need to thrive.To learn more, visit www.babylist.com.

Our Ways of Working

Babylist thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere.

What the Role Is

As the Manager, Customer Support, you'll lead the leads—managing 3-5 offshore team leads (manager-level reports) who oversee chat and email support operations for millions of growing families. This isn't just a people management role; you're building and scaling support infrastructure during a period of rapid growth and AI-driven transformation, all while bringing our core value We Love Our Users into every interaction and decision.

You'll own team performance end to end: setting KPIs, designing workflows, driving continuous improvement through data, and leading your managers through significant change as AI reshapes frontline operations. You'll work primarily in Zendesk for daily operations and use Sigma dashboards to monitor performance, identify patterns, and translate support trends into actionable insights for Product, Engineering, and Operations teams.

This role requires both strong people leadership and operational rigor. You'll coach team leads through performance challenges, build mechanisms that improve efficiency and user experience, and guide the thoughtful adoption of AI tools—all while managing offshore teams in the Philippines working US business hours (typically 6am-11pm Pacific). You'll need to flex across levels: coaching individuals, running daily operations, and contributing to cross-functional strategy.

This is a greenfield opportunity in a fast-moving scale-up environment. If you've built support operations from scratch, managed managers in offshore environments, and thrive in ambiguity where you create the playbook rather than follow one, this role will energize you.

Note: This role requires flexibility for early morning shift coverage, sometimes starting as early as 6am for team meetings and handoffs.

Who You Are

• 5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment
• Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices
• Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support
• Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback
• Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
• Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
• Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
• Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement
• Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members
• Hands-on leader who can flex across levels: coaching individual contributors, developing managers, running daily operations, and contributing to cross-functional strategy
• Brings a high bar for user experience and sees support as a core part of the product, not just a cost center
• Entrepreneurial mindset—comfortable operating in ambiguity, building processes from scratch, and adapting quickly as the business evolves without established playbooks
• Thrives in fast-moving, scale-up environments (vs. large enterprises), prioritizes effectively, and consistently focuses on what matters most
• Comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations—you embrace using technology to enhance team performance while keeping people at the center

How You Will Make an Impact

• Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams.
• Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones.
• Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction.
• Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows
• Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams
• Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots.
• Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements.
• Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth.
• Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability.
• Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions.
• Collaborate with content and operations partners to develop and maintain clear, effective SOPs and response strategies for agents and AI tools.
• Partner with Quality, Training, and Content teams to ensure accurate, up-to-date knowledge bases and consistent support standards.
• Work daily in Zendesk for operations management and use Sigma dashboards independently to monitor performance, identify trends, and make data-driven decisions that improve team effectiveness and user experience
• Manage offshore team operations in the Philippines (working US business hours) with cultural awareness and strong remote leadership practices.
• Model and uphold Babylist values in daily operations – clarity, intentional focus, continuous improvement, and a deep commitment to our users.

Why You’ll Love Working At BabylistOur Culture

• We work with focus and intention, then step away to recharge
• We believe in exceptional management and invest in tools and opportunities to connect with colleagues
• We build products that positively impact millions of people's lives
• AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact

Growth & Development

• Competitive pay and meaningful opportunities for career advancement
• We believe technology and data can solve hard problems
• We're committed to career progression and performance-based advancement

Compensation & Benefits

• Competitive salary with equity and bonus opportunities
• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO
• Remote work stipend to set up your office
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

About Compensation

We use a market-based approach to compensation. The starting salary range for this role is: $118,200 to $139,440. Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity.