Customer Support Team Lead – E‑Commerce / D2C
Job Description:
• Team leadership & quality
• Provide operational leadership, coaching and development for Customer Support (CS) agents
• Conduct regular quality checks including clear, constructive feedback
• Hold 1:1 meetings and support daily operations
• Monitor team performance & KPIs
• Handle complex customer inquiries & special cases
• Manage customer and payment escalations (e.g., Klarna, PayPal)
• Support the team in challenging situations
• Maintain & optimize macros, FAQs & SOPs (Gorgias)
• Improve CS processes & workflows
• Work closely with logistics, fulfillment & internal teams
• Act as a liaison between the CS team and the Head of Customer Care
Requirements:
• Several years of experience in e‑commerce customer support (D2C / online shop)
• Experience in operational leadership or active support of a CS team (e.g., coaching, quality assurance, or escalation management)
• Confident user of Shopify and ideally familiar with Gorgias or similar ticketing tools
• Fluent in German and highly proficient in English, both written and spoken
• Work in a structured, independent and self‑organized way within a fully remote team
• Experience working with KPIs, quality assurance or optimizing CS processes
• Additional languages are a plus (Dutch, Danish or Italian)
Benefits:
• Work & Travel: Work up to 30 days per year from other EU countries — freedom and flexibility in balance.
• Financial security: We cover 100% of contributions to the company pension plan.
• Health & balance: Benefit from an EGYM Wellpass membership for just €25/month — for fitness, health and mental wellbeing.
• Employee discounts: Exclusive savings on our own brands and products.
• Development: Annual training budget to support your professional and personal growth.
• Work environment: 100% remote with a flexible working time between 30–40 hours per week.
• Culture: A modern, values‑driven company culture with high autonomy, short decision paths and a genuine hands‑on mentality.
• Team spirit: Regular offsites & team events that foster connection, fun and shared growth.
Apply Now
Apply Now
• Team leadership & quality
• Provide operational leadership, coaching and development for Customer Support (CS) agents
• Conduct regular quality checks including clear, constructive feedback
• Hold 1:1 meetings and support daily operations
• Monitor team performance & KPIs
• Handle complex customer inquiries & special cases
• Manage customer and payment escalations (e.g., Klarna, PayPal)
• Support the team in challenging situations
• Maintain & optimize macros, FAQs & SOPs (Gorgias)
• Improve CS processes & workflows
• Work closely with logistics, fulfillment & internal teams
• Act as a liaison between the CS team and the Head of Customer Care
Requirements:
• Several years of experience in e‑commerce customer support (D2C / online shop)
• Experience in operational leadership or active support of a CS team (e.g., coaching, quality assurance, or escalation management)
• Confident user of Shopify and ideally familiar with Gorgias or similar ticketing tools
• Fluent in German and highly proficient in English, both written and spoken
• Work in a structured, independent and self‑organized way within a fully remote team
• Experience working with KPIs, quality assurance or optimizing CS processes
• Additional languages are a plus (Dutch, Danish or Italian)
Benefits:
• Work & Travel: Work up to 30 days per year from other EU countries — freedom and flexibility in balance.
• Financial security: We cover 100% of contributions to the company pension plan.
• Health & balance: Benefit from an EGYM Wellpass membership for just €25/month — for fitness, health and mental wellbeing.
• Employee discounts: Exclusive savings on our own brands and products.
• Development: Annual training budget to support your professional and personal growth.
• Work environment: 100% remote with a flexible working time between 30–40 hours per week.
• Culture: A modern, values‑driven company culture with high autonomy, short decision paths and a genuine hands‑on mentality.
• Team spirit: Regular offsites & team events that foster connection, fun and shared growth.
Apply Now
Apply Now