Customer Support Communications Manager

Description

ZyG is revolutionizing eCommerce with the first Agentic Operating System for eCom scale.

This end-to-end platform helps product inventors and entrepreneurs turn their products into successful Direct-to-Consumer businesses, addressing the three key challenges of eCom scale: poor product bets, lack of scale infrastructure, and the need for often-complex financing.

With a connected system of AI Agents built on a unified data infrastructure, the OS analyzes scale-market fit, replaces the fragmented tools, agencies, and manual workflows that typically power eCom growth, and offers the financing needed for DTC scale.

The Role

We're looking for a Customer Support Communications Manager to own the content and training that keep our support organization sharp across every brand we work with. You'll be the person who makes sure that no matter which brand a customer reaches out to, or which rep answers, the answer is accurate and on-voice - and that new reps get there quickly and stay sharp over time.

What you'll do

• Knowledge bases: Build and maintain accurate, easy-to-navigate knowledge bases for each partner brand, keeping content current as products, policies, and promotions change.
• Help Centers: Own the customer-facing Help Centers end to end - structure, content, search performance, and the overall self-serve experience, tailored to each brand's voice.
• Macros: Write, organize, and continuously refine support macros so reps can resolve common issues quickly and consistently, without sounding robotic.
• Internal communications: Keep the support team informed on policy changes, product launches, known issues, and process updates - through clear, timely internal updates and a well-organized internal knowledge hub.
• Rep training: Design and run onboarding training for new support reps, plus ongoing training/certification as processes, tools, and brands evolve.
• Quality & consistency: Regularly audit tickets, macros, and Help Center content for accuracy, tone, and consistency across brands; close the loop with reps and stakeholders when gaps are found.
• Cross-functional alignment: Partner with Product, Marketing, and Operations to make sure support content reflects the latest brand messaging, policies, and launches.
• Metrics & reporting: Track how documentation and training impact support quality (CSAT, first-contact resolution, ticket handle time, escalation rates) and use that data to prioritize what to fix or build next.

Requirements

• 2+ years in a customer support enablement, or support communications role - ideally supporting more than one brand, product line, or business unit at once.
• Excellent English written communication skills, with the ability to adapt tone and voice across different brands.
• Proven experience building and maintaining knowledge bases, Help Centers, or macro libraries (e.g., Zendesk, Intercom, Gorgias, or similar).
• Experience designing and delivering onboarding and ongoing training programs for support teams.
• Comfortable working with support metrics (CSAT, FRT, resolution time) to identify gaps and prioritize work.
• Able to juggle multiple brands, launches, and deadlines without dropping details.
• A clear, structured thinker who is direct and actionable, and can turn ambiguous situations into simple, usable guidance for a team.
• Fluent in English (Hebrew a plus, given our Tel Aviv base).

Nice to Have

• Experience in DTC/eCommerce or a multi-brand/agency-style environment.
• Familiarity with AI-powered support tools (chatbots, AI-assisted macros, auto-suggested responses).
• Experience working in a fast-moving startup environment.

What We Offer

• The chance to shape support operations and culture at an early-stage, well-funded startup from the ground up.
• Direct exposure to a portfolio of fast-growing DTC brands, not just one.
• A collaborative, fast-paced team building genuinely novel AI-driven infrastructure for eCommerce.