Customer Support Manager – Team Leader
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Job Description
Customer Support Team Lead managing escalations and team performance across luxury fashion marketplaces. Leading support operations and improving workflows for exceptional customer service.
Responsibilities:
- Lead and develop a team of 3–4 Customer Support Agents
- Own the escalations queue in Gorgias
- Build, document, and improve support SOPs
- Oversee Gorgias configuration
- Use Shopify for order lookups and refunds
- Monitor team performance and report on metrics
- Collaborate on operations team launches and promotions
- Solve tickets alongside CS team with lower KPIs
Requirements:
- Proven track record managing or leading a customer support team
- Strong communicator
- Ownership mentality
- Startup mindset
- Hands-on experience with Gorgias preferred
- Solid familiarity with Shopify expected
- Fluent in English; additional languages a plus
Benefits:
- 20 days of vacation per year
- Fully remote, flexible work environment
- Direct exposure to senior leadership
- Chance to shape operations across two growing luxury brands
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