D2C Retail - Customer Support Manager

Customer Support Manager for a global brand. Lead 25+ team and drive projects.

$2,000-$2,700 per month | Full-time | CET

We're a D2C retail brand building outdoor and performance apparel for customers who value practicality, durability, and comfort in everyday wear. 

Since launching in 2019, we've grown from a single product idea into an international online brand with customers across multiple markets.

Because we sell directly to customers, most of what we do revolves around understanding how people actually use our products and continuously improving the experience around them - from product development and operations to customer support and digital growth.

We're still a relatively lean company, which means teams work closely together and people tend to have a visible impact on how things evolve. We care about moving quickly where it makes sense, improving processes as we grow, and building a business that can scale without losing sight of the customer experience that got us here in the first place.

Right now, we're in a stage where growth is bringing new opportunities to strengthen systems, improve how teams collaborate, and create more structure around the way we work - while keeping the flexibility and pace that helped us grow.

We're looking for a Customer Success Manager who will be the right hand to our Head of Customer Experience, taking ownership of day-to-day operations and keeping our improvement projects on track. 

This role calls for genuine independence and ownership - you'll be the one pushing the team forward, not waiting for direction.

You'll be someone who can read between the lines, move quickly, and become a true partner rather than just another layer of management. You'll lead a team of 25+ people across Quality & Training, Disputes, and Reputation Management, with 4 direct reports (1 manager, 2 Team Leads, and 1 coordinator), ensuring everyone knows exactly how their work contributes to the customer and the brand.

We're looking for someone who takes ownership without needing to be chased. Someone who brings solutions, not just problems. The successful candidate will stay calm under pressure, adapt quickly to new priorities, and communicate transparently when things aren't going to plan. You'll demonstrate strong autonomy - the kind that comes from paying attention to what matters, picking up on context, and aligning your actions accordingly. Change doesn't intimidate you; you're comfortable experimenting, learning, and iterating. 

In this role, you will:

📋 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

To be successful in this role, you 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

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

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

This is our typical hiring process - occasionally, it may include extra steps.

For this role, JobRack is partnering with the company to find their next hire. We’ll handle all the screening and testing, so they see only the best-fit candidates - like you!

🔍 How to shine
• Read the role details carefully.
• Submit a thoughtful, high-quality application.
• Stay responsive - we’ll keep you updated at every stage.

✨ Important notes
• Apply only through JobRack; please don’t contact the company directly.
• We expect a respectful hiring experience - any disrespect means instant disqualification.
• This is a full-time, primary role (no freelancing or second jobs).

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