Customer Support Manager, Escalations

About the role

Hume Health makes connected health hardware (Hume Pod, Hume Band, and the Hume Health app) and runs Hume Care, a telehealth weight-management program. Our support org is about 120 people across multiple regions, handling high-volume e-commerce and subscription support. Volume is growing fast, and it peaks sharply from November through January.

This is a team in the middle of a real transformation. We're investing heavily in how support works: a new escalation structure, a rebuilt knowledge base, cleaner tooling, and quality metrics focused on getting problems fully solved. We're also rolling out a new AI-powered support platform that will handle a meaningful share of frontline volume. That changes what the human team spends its time on. Less repetition, more judgment, more of the cases that actually need a person.

You'll join at the moment the new structure is being built, not after it's finished. If you want to help shape how a fast-growing support org runs, and learn a lot quickly while doing it, this is that role.

As a Customer Support Manager on our escalations team, you'll be the person the team turns to when a case is complicated or has no clear answer. You'll work alongside our support leadership on our highest-risk cases, guide the team leads and agents below you, and partner with Product, Engineering, Fulfillment, and Finance to fix problems at the source instead of re-solving them ticket by ticket.

What you'll do

Be the person who figures it out

• 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.

Handle escalations

• 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.

Help launch our new AI support platform

• 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.

Guide the team below you

• 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.

Fix root causes across teams

• 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.

Improve how we work

• 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.

What you bring

Required

• 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.
• Hands-on experience with Freshdesk (strongly preferred) or a similar platform such as Zendesk, Gorgias, or Intercom.
• 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.

Nice to have

• 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.

Room to grow

We're building our support org quickly, and this role helps shape how it works. There's a clear path to expanded scope, including policy ownership, larger approval authority, and input on capacity planning and headcount, especially ahead of peak season. As AI takes on more of the routine work, the people on this team will own more of what matters: judgment calls, root-cause fixes, and the systems that make everyone else better.

How we measure success

• Escalations resolved correctly the first time, with clear reasoning documented for the next person.
• Frontline and Senior Agents come to you for help and leave able to handle it themselves next time.
• Recurring issues tagged, quantified, and assigned to an owner outside support.
• AI and human handoffs get measurably cleaner over time because of what you feed back.
• Processes you build are documented, measured, and work without you in the room.