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Customer Support Manager – Team Leader
Inspiration Commerce GroupCustomer Support Team Lead managing escalations and team performance across luxury fashion marketplaces. Leading support operations and improving workflows for exceptional customer service.
About the role
Key responsibilities & impact- Lead and develop a team of 3–4 Customer Support Agents
- Own the escalations queue in Gorgias
- Build, document, and improve support SOPs
- Oversee Gorgias configuration
- Use Shopify for order lookups and refunds
- Monitor team performance and report on metrics
- Collaborate on operations team launches and promotions
- Solve tickets alongside CS team with lower KPIs
Requirements
What you’ll need- Proven track record managing or leading a customer support team
- Strong communicator
- Ownership mentality
- Startup mindset
- Hands-on experience with Gorgias preferred
- Solid familiarity with Shopify expected
- Fluent in English; additional languages a plus
Benefits
Comp & perks- 20 days of vacation per year
- Fully remote, flexible work environment
- Direct exposure to senior leadership
- Chance to shape operations across two growing luxury brands
ATS Keywords
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Hard Skills & Tools
GorgiasShopify
Soft Skills
strong communicatorownership mentalitystartup mindset