Customer Support Manager

Job Overview

As the Customer Support Manager, you’ll be the driving force behind our support strategy, ensuring that every customer interaction reflects professionalism, empathy, and efficiency. You will handle escalations and service issues directly, as well as lead and develop a team of 4–8 remote representatives. The role involves collaboration with sales, fulfillment, and leadership teams to align customer service and business objectives.

This is an exciting opportunity for a results-driven leader passionate about customer care, operational excellence, and creating a high-performing support culture.

Responsibilities

• Lead day-to-day customer support operations across marketplaces, email, phone, and chat
• Manage and coach a remote team of 4–8 support staff, including hiring, training, and performance reviews
• Handle customer inquiries, escalations, refund requests, and service exceptions with professionalism and urgency
• Implement and refine service processes and automations to improve efficiency and response time
• Maintain high standards of customer satisfaction and quality assurance
• Set and monitor service level metrics, KPIs, and support trends
• Conduct regular team meetings to ensure alignment and communication
• Strategically assign tasks based on team strengths and workload demands
• Collaborate with leadership and sales to support order fulfillment accuracy and customer retention goals
• Address customer feedback to improve support workflows and product/service offerings

Job Qualifications and Skills Set

• 3+ years of experience in customer service leadership, ideally in e-commerce or retail
• Strong verbal and written communication skills in English
• Proficiency with e-commerce marketplace messaging systems (e.g., Amazon, eBay, Back Market)
• Experience using help desk software, CRM systems, or order management platforms
• Proven ability to manage remote teams, delegate effectively, and drive accountability
• Highly organized, self-motivated, and solutions-oriented
• Strong ability to analyze performance data and implement improvements

Preferred

• Background in refurbished electronics or consumer tech industries
• Familiarity with refunds, returns, and fulfillment processes
• Experience working in a startup or scaling business environment