ABOUT HAVEN TENTS

Hello! Haven Tents is looking for someone to join our small but growing team in our Sandy, Utah warehouse. We design, manufacture, and sell the world’s first (and most comfortable) lay-flat hammock tent. Small team, fast-moving, customer-obsessed.

THE ROLE

We are hiring a Customer Support Manager to own our support experience and help us scale. You will start by handling tickets across channels, then build the systems and knowledge base that let other agents move fast without constant oversight.

WHAT YOU’LL DO

• Own the daily support queue across email, Facebook, Instagram DMs/comments, and basic phone support (phone comes later)
• Resolve customer issues quickly with clear, friendly communication
• Build and maintain a searchable knowledge base for policies, SOPs, and troubleshooting
• Create and refine macros/templates, saved replies, and workflows
• Track response times, CSAT, and common issues - propose fixes and process improvements
• Handle escalations and exceptions - use judgment to offer replacements, discounts, or other make-it-right solutions within guidelines
• Train and mentor additional agents as we grow - be the go-to person for questions