Customer Support Manager

Role Overview

• Collaborate with the Head of Customer Experience on team growth, development, and results
• always balancing service quality with team wellbeing
• Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best
• Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams
• Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions
• Proactively work on continuous improvement strategies and peak-season scaling plans
• Go beyond issue resolution
• identify opportunities to surprise customers and turn routine interactions into memorable moments
• Guide your team through difficult customer situations and step in to manage escalations directly when needed
• Own team projects from start to finish
• set direction, remove blockers, and guide your direct reports to deliver
• Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter
• Support the evaluation and implementation of tools and platforms that improve team effectiveness
• This is a full-time role working CET hours, typically 9AM to 5PM or similar.

Requirements

• Bachelor's degree
• 5+ years in customer support, operations, or process improvement
• ideally in e-commerce or a high-growth environment
• Full professional English proficiency, written and verbal (minimum B2 level per the CEFR standard)
• Experience leading a team of 20 or more, building culture and accountability while developing individuals
• Exceptional communication skills at all levels
• equally effective coaching frontline agents and presenting to senior leadership
• Strong organisational capabilities to prioritise tasks, manage projects, and handle multiple responsibilities efficiently
• Effective time management skills to ensure timely resolution of customer inquiries, tasks, and projects
• Strong analytical skills with the ability to interpret data and provide actionable insights
• Excellent listening abilities and openness to input from team members and other departments
• Proficiency with customer support platforms such as Gorgias, with the ability to quickly adopt and optimise new tools
• Significant availability during CET working hours.
• Nice to have:
• Experience in e-commerce environments
• Exposure to AI tools and customer support automation
• Experience leading process improvement initiatives
• Experience managing larger distributed remote teams
• Above all, you believe in building something great and bring optimism to everything you do.
• This isn't a role for someone with a big ego or a defensive streak
• we need someone who listens to feedback, admits mistakes quickly, and focuses on solving problems rather than being right.

Tech Stack

• Go

Benefits

• Salary is $2,000-$2,700 per month. This is a full time & fully remote position.