D2C Retail - Customer Support Manager

About Our Client

The organization operates in the direct-to-consumer retail sector, specializing in outdoor and performance apparel designed for customers who prioritize practicality, durability, and comfort. Since its launch in 2019, the organization has expanded from a single product concept into an international online brand serving multiple markets. Its business model centers on understanding customer usage to continuously improve product experience across development, operations, support, and digital growth. The organization maintains a lean structure that emphasizes close collaboration and impactful contributions, while focusing on scalable growth without compromising customer experience.

About the Opportunity

The Customer Support Manager will directly support the Head of Customer Experience by managing day-to-day operations and leading improvement projects within the customer support function. This role is accountable for advancing team performance, ensuring alignment with customer and brand goals, and fostering a proactive, solution-oriented culture. The position involves leadership of a team of over 25 members across multiple sub-teams, with responsibility for operational effectiveness, project ownership, and maintaining service quality during periods of growth and change.

Responsibilities

• Collaborate with the Head of Customer Experience on team development and performance
• Understand individual team member drivers and remove obstacles to optimize performance
• Provide clear coaching and feedback to Quality & Training, Disputes, and Reputation Management teams
• Monitor, report, and communicate department KPIs and individual performance insights
• Develop and implement continuous improvement and peak-season scaling strategies
• Enhance customer interactions beyond issue resolution to create memorable experiences
• Manage escalations and guide the team through challenging customer situations
• Lead team projects from initiation to completion, removing blockers and guiding direct reports
• Identify inefficiencies, update standard operating procedures, and drive process improvements
• Support assessment and adoption of tools to improve team productivity

Requirements

• Bachelor's degree
• Minimum 5 years in customer support, operations, or process improvement, preferably in e-commerce or high-growth settings
• Full professional proficiency in English, both written and verbal (minimum B2 CEFR level)
• Experience leading teams of 20+ members, fostering culture and accountability
• Strong communication skills with the ability to coach frontline staff and present to leadership
• Excellent organizational skills for prioritizing tasks and managing multiple projects
• Effective time management to ensure timely task and inquiry resolution
• Analytical skills for interpreting data and generating actionable insights
• Strong listening skills and openness to cross-departmental input
• Proficiency with customer support platforms such as Gorgias and aptitude for adopting new tools
• Availability during Central European Time working hours

Pay Range and Compensation Package

Salary range: $2,000 to $2,700 per month

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.