Customer Support Manager

???? Hiring: Customer Support Manager ????

Are you an experienced Customer Support Manager with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced e-commerce environments and have a deep understanding of HelpScout, Slack, and Shopify? If so, we’d love to hear from you!

About Us
We are a fashion brand that specializes in high-quality handbags and accessories. Our customers are at the heart of everything we do, and we’re looking for a dedicated and skilled Customer Support Manager to lead our support team and ensure our customers always receive the best experience.

What You’ll Do
Lead & Manage our customer support team of 4 customer support agents to ensure fast, friendly, and efficient service.
Optimize HelpScout workflows to improve response times and overall efficiency.
Handle escalations and ensure customer issues are resolved quickly and professionally.
Monitor & analyze support metrics, customer feedback, and trends to improve service quality.
Collaborate with other departments (marketing, logistics, and product development) to address customer concerns.
Train & mentor support agents to enhance their skills and maintain brand voice.
Stay ahead of industry trends and implement best practices to elevate the customer experience.

What You Need
? Years of experience in customer support management, preferably in e-commerce.
? Strong expertise in HelpScout, Slack, and Shopify (must-have).
? Excellent written and verbal communication skills in English (additional languages are a plus).
? A customer-first mindset with a problem-solving approach.
? Experience in training and mentoring support agents.
? Ability to stay strong & resilient.
? Ability to analyze data and make strategic decisions based on customer feedback and trends.
? Highly organized, detail-oriented, and able to manage multiple priorities.

Why Join Us?
???? Good Salary, Guaranteed Increase over time, PLUS Bonus System (You won't believe the amount) when excellent work is done!!!
???? 100% remote role with flexible working hours.
???? Opportunity to make a real impact on our customer experience strategy.
???? Collaborative and supportive team culture.

Ready to join us? Apply now by sending your resume and a short cover letter explaining why you’re the perfect fit!