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Tech Stack
Tools & technologiesGo
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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SupportOperations ManagementProcess ImprovementData InterpretationProject Management
Soft Skills
CoachingListeningTime ManagementOrganizational SkillsProblem Solving
Certifications
Bachelor's Degree