Customer Support Manager - Remote / Europe (CET Hours)

Join our client, a fast-growing e-commerce platform, as a Customer Support Manager. In this role, you will oversee support operations, manage a small international team, and optimise processes to improve customer satisfaction and operational efficiency. This is a fully remote position with high ownership and impact.

Key Responsibilities

Team Management

• Oversee a remote support team (2–3 agents).

• Provide training, guidance, and process oversight.

• Identify recurring issues and implement preventive measures.

• Lead hiring and onboarding for new support agents as needed.

Platform & Process Ownership

• Manage the support platform setup across multiple online stores.

• Ensure workflows, rules, and integrations operate smoothly.

• Monitor AI or automated agent performance and troubleshoot issues.

• Recommend process improvements to enhance efficiency and accuracy.

Reporting & Metrics

• Track and optimise key performance indicators such as refund rate, dispute/chargeback rate, customer satisfaction, and ticket trends.

• Build weekly and monthly performance reports.

• Pull and interpret data from support platforms and e-commerce systems.

Operational Improvement

• Spot inefficiencies and propose process changes.

• Identify common customer issues to reduce repetitive tickets.

• Align support operations with broader business objectives in collaboration with operations leadership.

• 1+ years in e-commerce support operations (Shopify experience preferred).

• Hands-on experience with support platforms (e.g., Gorgias or similar).

• Strong analytical skills and proficiency in Excel or Google Sheets.

• Familiarity with customer support KPIs and reporting best practices.

• Fluent in English.

• Self-sufficient, detail-oriented, and proactive.

• Based in Europe and available during CET working hours.

• Fully remote role with flexible hours within CET time zone.

• Opportunity to manage and improve key support operations for multiple online stores.

• Career growth, professional development, and autonomy in shaping processes.

• Exposure to international teams and scalable support workflows.