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ZyG is building an Agentic Operating System for eCommerce that helps product entrepreneurs scale Direct-to-Consumer businesses. The platform combines AI agents with unified data infrastructure to address product-market fit, fragmented tooling, and financing challenges.
As Customer Support Communications Manager, you will own all content and training that keeps the support organization sharp across multiple partner brands. You ensure consistency, accuracy, and brand voice regardless of which support rep or brand a customer interacts with, while accelerating new rep onboarding and continuous skill development.
Key responsibilities:
• Build and maintain accurate, navigable knowledge bases for each partner brand, keeping content current as products, policies, and promotions evolve
• Own customer-facing Help Centers end-to-end: structure, content, search performance, and self-serve experience tailored to each brand's voice
• Write, organize, and refine support macros to enable reps to resolve common issues quickly and consistently without sounding robotic
• Keep the support team informed on policy changes, product launches, known issues, and process updates through clear internal communications and a well-organized knowledge hub
• Design and deliver onboarding training for new support reps, plus ongoing training and certification as processes, tools, and brands evolve
• Audit tickets, macros, and Help Center content regularly for accuracy, tone, and consistency across brands; close gaps with reps and stakeholders
• Partner with Product, Marketing, and Operations to ensure support content reflects latest brand messaging, policies, and launches
• Track how documentation and training impact support quality (CSAT, first-contact resolution, ticket handle time, escalation rates) and prioritize improvements based on data
This is a ground-floor opportunity to shape support operations and culture at an early-stage, well-funded startup, with direct exposure to a portfolio of fast-growing DTC brands rather than a single product.
Requirements:
• 2+ years in customer support enablement or support communications role, ideally supporting multiple brands, product lines, or business units
• Excellent English written communication skills with 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
• Ability to juggle multiple brands, launches, and deadlines without dropping details
• Clear, structured thinker who is direct and actionable; can turn ambiguous situations into simple, usable guidance for a team
• Fluent in English (Hebrew a plus given Tel Aviv base)
Nice to have:
• Experience in DTC/eCommerce or multi-brand/agency-style environment
• Familiarity with AI-powered support tools (chatbots, AI-assisted macros, auto-suggested responses)
• Experience in fast-moving startup environment
