Join as a Junior Customer Support Manager and lead the support operations for multiple e-commerce stores remotely. Manage a small international team, focusing on training and process improvement. You'll oversee the Gorgias platform, ensuring smooth operations and efficiency. Build insightful reports using Google Sheets and collaborate with the Operations Manager to align support with business goals. Enjoy the flexibility and high ownership that comes with this role. Read on to find out why we could be the ideal fit for you.

Over het bedrijf

International People Solutions

Werving en selectie

Volledige vacaturetekst

We are hiring a Customer Support Manager to oversee support operations across several e-commerce stores. You will not be handling tickets directly. Instead, you will be responsible for managing the systems, people, and performance behind the scenes.

This is a fully remote position with a high degree of ownership. You will help build and improve support processes, manage a small international team, and ensure strong results across key performance metrics.

Key Responsibilities

Team Management

Oversee a remote support team (2–3 agents)
Provide training, guidance, and process oversight
Identify and prevent recurring mistakes
Lead hiring and onboarding of new agents when needed

Platform Ownership

Own the Gorgias setup across multiple Shopify stores
Ensure rules, integrations, and workflows function properly
Monitor AI agent performance and troubleshoot issues
Propose changes to increase efficiency and accuracy

Reporting & KPIs

Track and improve key metrics:
– Refund Rate
– Dispute/Chargeback Rate
– CSAT
– Ticket trends and root causes
Build weekly and monthly reports using Google Sheets
Pull and interpret data from Shopify, Gorgias, and other tools

Operational Improvement

Spot inefficiencies and recommend process changes
Identify common customer issues and reduce repetitive tickets
Align support operations with broader business goals in collaboration with the Operations Manager

Gevraagd

At least 1+ years in e-commerce (Shopify experience required)
Hands-on experience with Gorgias or similar support platforms
Strong analytical skills and Excel/Google Sheets proficiency
Familiarity with support KPIs and reporting best practices
Fluent in written and spoken English
Self-sufficient, detail-oriented, and proactive
Based in Europe and available during standard CET working hours

Gerelateerde zoekopdrachten

Customer Service Representative Amsterdam Fulltime Amsterdam Vast contract Amsterdam Amsterdam Provincie Noord-Holland Customer Service Representative Salaris Customer Service Representative

Vacature opslaan

Gefeliciteerd, je bent succesvol ingeschreven!

Vanaf nu ontvang je automatisch de best passende vacatures automatisch in je mailbox.

Jouw inschrijving
Emailadres:
Functie:
Plaats:
Frequentie:

Wijzig je inschrijving

Ontvang als eerste nieuwe vacatures voor Customer Service Representative in Amsterdam

Je e-mail

Frequentie

(Uitschrijven kan altijd via elke e-mail die je ontvangt)

(Uitschrijven kan altijd via iedere app die je ontvangt)