Customer Support Manager

BRG is a manufacturer of high-end domestic appliances with emphasis on innovation and cutting-edge technology. Within BRG, there is a sub-set of high-end coffee brands, namely Baratza & LELIT, that make up the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.

The BRG Specialty Coffee support team is known for providing people-focused care, the foundation of our renowned customer experience. Our goal is to enable customers to resolve any trouble they're having with their grinder or espresso machine quickly, so they can get back to brewing great coffee. Our vision is to create a team where anyone who encounters us feels genuinely cared for, and each member is essential to making that a reality.

The Customer Support Manager is responsible for leading the day-to-day operations of the North America SCBU support team and maintaining the high standard of care our customers expect. This role requires a balance of strong people leadership, operational discipline, and a deep understanding of our products and support philosophy. The ideal candidate is someone who leads by example, builds team confidence through coaching and clarity, and is always looking for ways to improve both the customer and team experience.

Team Leadership & People Management

• Directly manage and develop a team of support specialists, providing regular coaching, feedback, and performance reviews.
• Coordinate with BPO team supervisors to manage a team of third party support agents.
• Oversee the delivery of support training to BPO partners and international Baratza teams, ensuring alignment on product knowledge, support processes, and brand standards.
• Foster a team culture grounded in empathy, accountability, and continuous improvement.
• Handle onboarding and training coordination for new team members, in partnership with the relevant support team members.
• Monitor team workload and capacity, making staffing and scheduling decisions accordingly.
• Conduct regular one-on-ones and team check-ins to keep communication open and goals aligned.
• Manage timecards and time-off requests in ADP or applicable HR system.

Support Operations

• Oversee daily support operations across phone, email, chat, and any additional contact channels.
• Ensure the team meets or exceeds service level agreements and quality benchmarks.
• Serve as the primary escalation point for complex or sensitive customer situations.
• Oversee standard operating procedures to keep team processes efficient and consistent.
• Ensure support documentation, templates, and the knowledge base are accurate and up to date.
• Manage and approve warranty replacements, accommodation orders, and escalated transactions in Salesforce.

Performance & Reporting

• Track and report on key support metrics including contact volume, wait time, handle time, complaint codes, and TrustPilot.
• Use data to identify trends, surface recurring product or process issues, and inform decision-making.
• Provide regular reporting to the EVP Global Customer Care, President – Global Specialty Coffee, and other relevant stakeholders.
• Continuously look for opportunities to improve team efficiency and the overall customer experience.

Cross-functional Collaboration

• Act as the primary liaison between the SCBU support team and other BRG departments.
• Communicate relevant customer feedback and observed trends to leadership and product teams.
• Collaborate with the Product Service Manager on escalated repair or service-related support cases.
• Participate in cross-functional projects that impact the support team or customer experience.
• Maintain an ongoing relationship with the LELIT Italy team to stay current on product developments and troubleshooting best practices, ensuring the North America support team is well-informed and prepared.
• Serve as the SCBU support team's representative on initiatives involving our websites and Support Hubs, providing the customer and agent perspective on changes that affect the support experience.
• Act as a voice for the support team on technology initiatives including CRM developments and AI integrations, ensuring team needs and workflows are considered in decision-making.
• Participate in user acceptance testing for new system features, CRM updates, and AI integrations, ensuring changes meet the needs of the support team before rollout.
• Drive regular creation and maintenance of customer-facing support content and maintain a strong working relationship with Marketing to ensure the continued production of quality video content.