Customer Support Manager

Jobrack

Customer Support Manager leading a 25+ member team in a D2C retail company. Overseeing operations and driving improvement projects for enhanced customer experience.

Posted 7/9/2026full-timeRemote • 🇬🇪 GeorgiaMid-LevelSenior💰 $2,000 - $2,700 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in customer support and operations, with a focus on team development, process improvement, and effective communication. Proficient in analyzing data to drive decisions and enhance customer experiences while managing a large team in a fast-paced environment.

Highest-signal resume keywords

Team LeadershipCustomer Support OperationsProcess ImprovementData AnalysisEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportOperations ManagementProcess ImprovementData InterpretationProject Management

Soft Skills

CoachingListeningTime ManagementOrganizational SkillsProblem Solving

Tools & Technologies

GorgiasCustomer Support Platforms

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

E-commerceHigh-Growth EnvironmentKPI MonitoringContinuous ImprovementTeam Culture

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Collaborate with the Head of Customer Experience on team growth, development, and results - always balancing service quality with team wellbeing
Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best
Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams
Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions
Proactively work on continuous improvement strategies and peak-season scaling plans
Go beyond issue resolution - identify opportunities to surprise customers and turn routine interactions into memorable moments
Guide your team through difficult customer situations and step in to manage escalations directly when needed
Own team projects from start to finish - set direction, remove blockers, and guide your direct reports to deliver
Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter
Support the evaluation and implementation of tools and platforms that improve team effectiveness
This is a full-time role working CET hours, typically 9AM to 5PM or similar.

Requirements

What you’ll need

Bachelor's degree
5+ years in customer support, operations, or process improvement - ideally in e-commerce or a high-growth environment
Full professional English proficiency, written and verbal (minimum B2 level per the CEFR standard)
Experience leading a team of 20 or more, building culture and accountability while developing individuals
Exceptional communication skills at all levels - equally effective coaching frontline agents and presenting to senior leadership
Strong organisational capabilities to prioritise tasks, manage projects, and handle multiple responsibilities efficiently
Effective time management skills to ensure timely resolution of customer inquiries, tasks, and projects
Strong analytical skills with the ability to interpret data and provide actionable insights
Excellent listening abilities and openness to input from team members and other departments
Proficiency with customer support platforms such as Gorgias, with the ability to quickly adopt and optimise new tools
Significant availability during CET working hours.
Nice to have:
Experience in e-commerce environments
Exposure to AI tools and customer support automation
Experience leading process improvement initiatives
Experience managing larger distributed remote teams
Above all, you believe in building something great and bring optimism to everything you do.
This isn't a role for someone with a big ego or a defensive streak - we need someone who listens to feedback, admits mistakes quickly, and focuses on solving problems rather than being right.

Benefits

Comp & perks

Salary is $2,000-$2,700 per month. This is a full time & fully remote position.