Customer Support Manager/Team Leader
I
Inspiration Commerce GroupE-commerce
CroatiaContractManager
Salary1500 - 2300 EUR per month
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Job Details
- Languages
- English
- Required Skills
- Shopify
Requirements
- Proven track record managing or leading a customer support team
- Experience in e-commerce or a similarly fast-paced environment
- Strong communication skills
- Ownership mentality
- Startup mindset
- Hands-on experience with Gorgias
- Solid familiarity with Shopify
- Fluent in English
- Additional languages are a meaningful plus
Responsibilities
- Lead and develop a team of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance
- Own the escalations queue in Gorgias, working directly with customers and agents to diagnose complex issues and drive resolution quickly
- Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI
- Oversee the configuration and day-to-day management of Gorgias, ensuring routing rules, macros, and automation are set up effectively and kept current
- Use Shopify to support agents with order lookups, refund processing, and any post-purchase operational tasks across both stores
- Monitor team performance and queue health; report on key metrics and surface trends to operations leadership
- Collaborate with the wider ICG operations team on launches, promotions, platform changes, and anything else that touches the customer experience
- Solve tickets as the rest of the CS team, but with lower KPIs according to your other responsibilities
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