In parallel, the Customer Support Manager owns one or more support channels (e.g., Live Chat, Phone, Email, MD Support, cross-team Liaison Leads, socials), ensuring operational excellence through KPI ownership, process optimization, and the development and execution of customer support strategy, with a strong focus on continuous improvement as the business scales. This role directly manages Customer Support Supervisors and is accountable for the performance, consistency, and success of all supervisors and leads under them as well as for the Customer Support Specialists under those supervisors.