D2C Retail - Customer Support Manager

1 month ago
Full-time
Senior
Customer and Technical Support
Jobrack

Jobrack

JobRack is the first specialized remote worker job board and done-for-you service connecting businesses with high-quality Eastern European developers, project managers, virtual assistants, and other remote workers. The platform facilitates the hiring p...

Professional Services
11-50
Founded 2016

Description

  • Collaborate with the Head of Customer Experience on team growth, development, and performance outcomes.
  • Lead and support a 25+ person team across Quality & Training, Disputes, and Reputation Management.
  • Manage 4 direct reports, including a manager, two Team Leads, and a coordinator.
  • Provide clear, timely coaching and feedback to improve team performance.
  • Monitor weekly KPIs and individual performance, and present insights to inform decisions.
  • Develop and execute continuous improvement initiatives and peak-season scaling plans.
  • Handle customer escalations directly and guide the team through difficult situations.
  • Own team projects from start to finish, removing blockers and driving delivery.
  • Identify workflow inefficiencies, update SOPs, and implement process improvements.
  • Evaluate and support the adoption of tools and platforms that improve team effectiveness.

Requirements

  • Bachelor's degree.
  • 5+ years of experience in customer support, operations, or process improvement, ideally in e-commerce or a high-growth environment.
  • Full professional English proficiency, written and verbal, at minimum B2 level of the CEFR standard.
  • Experience leading teams of 20 or more and developing culture and accountability.
  • Exceptional communication skills, including coaching frontline agents and presenting to senior leadership.
  • Strong organizational and time management skills to prioritize work and manage multiple responsibilities.
  • Strong analytical skills with the ability to interpret data and provide actionable insights.
  • Excellent listening skills and openness to input from team members and other departments.
  • Proficiency with customer support platforms such as Gorgias and ability to quickly adopt new tools.
  • Significant availability during CET working hours.
  • Experience in e-commerce environments is preferred.
  • Exposure to AI tools and customer support automation is preferred.
  • Experience leading process improvement initiatives is preferred.
  • Experience managing larger distributed remote teams is preferred.

Benefits

  • $2,000-$2,700 gross monthly salary.
  • Fully remote full-time position.
  • Independent contractor arrangement.
  • Working hours aligned to CET, typically 9 AM to 5 PM or similar.

Interested in this position?

Apply directly on the company website

Apply Now

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