Join a fast-growing e-commerce platform as a Customer Support Manager. Manage a small international team remotely and improve customer satisfaction. Handle team training, hiring, and monitor automated systems. Oversee platform setups and ensure smooth operation. Track key metrics like customer satisfaction and propose improvements. Create regular performance reports to align operations with business goals. Enjoy working remotely and make a big impact! Find out why this job might be the perfect match for your skills.

Over het bedrijf

International People Solutions

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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.

Gevraagd

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.

Aanbod

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.

Gerelateerde zoekopdrachten

Customer Service Representative Amsterdam Fulltime Amsterdam Loondienst (vast) Amsterdam Amsterdam Provincie Noord-Holland Customer Service Representative Salaris Customer Service Representative

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