Customer support Manager

Customer Support Manager (Dropshipping Store, Denmark/Sweden)

We are seeking a Customer Support Manager to join our growing team and help us deliver exceptional service to our customers in Denmark and Sweden. With a small but dedicated customer support team currently in place, you will play a pivotal role in managing and expanding our operations. Your responsibilities will include working closely with our existing customer support representative.

Key Responsibilities:

Team Development:

Operate with a small, focused customer support team as we expand.
Facilitate a smooth onboarding process for the new support team member, fostering collaboration and efficiency.

Customer Communication:

Oversee email communication to ensure prompt, accurate, and professional responses to inquiries.
Enhance pre-designed email templates for more effective communication while maintaining personalization.
Step in to handle escalated cases or complex issues, ensuring positive resolutions.
Order Management Oversight:

Monitor and assist the team in resolving order-related issues, such as tracking, modifications, and cancellations.
Collaborate with the fulfillment team to improve workflows and ensure timely order processing.

Payment Platform Expertise:

Leverage in-depth knowledge of Klarna and PayPal to address complex payment-related concerns, including disputes and refunds.
Provide guidance to team members on troubleshooting and resolving payment issues effectively.

Product Knowledge:

Develop and maintain a thorough understanding of the products offered by our store.
Equip team members with the tools and knowledge needed to provide accurate product information to customers.

Issue Resolution:

Guide the team in resolving customer complaints and concerns with a focus on efficiency and customer satisfaction.
Identify trends in recurring issues and implement strategies to minimize them.

Customer Feedback & Process Improvement:

Collect and analyze feedback to identify opportunities for service enhancement and operational efficiency.
Propose and implement process improvements to optimize team performance and the customer experience.

Administrative Tasks:

Maintain detailed records of customer interactions, team activities, and resolutions.
Prepare performance reports and provide insights to support business objectives.
Collaborate with leadership to align customer support with overall company goals.
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Qualifications:

Fluent in English (written and verbal).
Experience in customer service, with a proven ability to lead or mentor a small team.
Strong interpersonal skills with a customer-focused mindset and a collaborative approach.
Familiarity with e-commerce platforms, dropshipping operations, and payment platforms like Klarna, PayPal and shopify payments.
Excellent organizational and multitasking skills to manage priorities in a growing environment.
Analytical skills to identify trends and propose actionable solutions.


Join us as we expand our customer support team and continue to provide outstanding service to our valued customers in Denmark and Sweden!