Customer Support Manager
New
J
JobRackD2C Retail
Georgia. Poland. Serbia. Romania. North Macedonia. South Africa, CETContractManager
Salary2,000 - 2,700 USD per month
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Job Details
- Languages
- English (minimum B2 level)
- Experience
- 5+ years
- Required Skills
- Project ManagementData AnalysisOperations ManagementProcess improvementCustomer support
Requirements
- 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).
- Experience leading a team of 20 or more, building culture and accountability.
- Exceptional communication skills, effective in coaching and presenting to leadership.
- Strong organizational capabilities to prioritize tasks and manage projects.
- Effective time management skills to ensure timely resolution of inquiries.
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- Proficiency with customer support platforms such as Gorgias.
- Significant availability during CET working hours.
Responsibilities
- Collaborate with the Head of Customer Experience on team growth, development, and results.
- 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.
- Proactively work on continuous improvement strategies and peak-season scaling plans.
- Manage escalations directly when needed and guide the team through difficult customer situations.
- Own team projects from start to finish, including setting direction and removing blockers.
- Identify workflow inefficiencies, update SOPs, and champion process improvements.
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