Customer Support Manager (English & German)

Skinnify; Wigan; Remote; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing fitness company in Wigan is seeking a full-time Customer Support Manager to lead and grow their support operations in English and German. You will manage a small team, respond to complex customer issues, and drive improvements in the support function. Ideal candidates will have previous experience in customer support and fluency in both languages. Flexible remote work is offered, alongside opportunities for growth within a hyper-growth brand.

Benefits

Flexibility: Work remotely from anywhere full-time

Growth: Join a hyper-growth brand

Impact: Shape customer happiness and loyalty

Ownership: Responsibility for support function

Development: Learn and grow alongside a high-performing team

Qualifications

• Experience in customer support ideally in e-commerce or SaaS.
• Previous experience managing or leading a support team.
• Strong problem-solving skills and ability to de-escalate difficult customer situations.
• Excellent written and spoken English & German.
• Strong organizational and communication skills.
• Ability to balance short-term customer satisfaction with long-term team efficiency.

Responsibilities

• Manage and supervise 2 customer support reps (English & German).
• Respond directly to escalated or complex customer issues (via email, chat etc.).
• Hire and onboard new support reps as the team grows.
• Write and maintain SOPs and support documentation.
• Monitor support quality, team performance, and ticket handling times.
• Suggest and implement improvements to tools, workflows, and processes.
• Ensure smooth day-to-day running of the support function.

Tools

Zendesk

Gorgias

Freshdesk

Intercom

Job description

At Skinnify were reinventing fitness by integrating resistance into everyday just two years weve grown from 0 to 120000 customers and were just getting started.

Now were looking for a full-time Customer Support Manager (40 hours / week) to lead and grow our support operations in English and German. Youll oversee our existing support reps ensure customer satisfaction and continuously improve processes so that our support team can scale alongside our rapid growth.

Tasks

• Manage and supervise 2 customer support reps (English & German)
• Respond directly to escalated or complex customer issues (via email chat etc.)
• Hire and onboard new support reps as the team grows
• Write and maintain SOPs and support documentation
• Monitor support quality team performance and ticket handling times
• Suggest and implement improvements to tools workflows and processes
• Ensure smooth day-to-day running of the support function

Requirements

• Experience in customer support ideally in e-commerce or SaaS
• Previous experience managing or leading a support team
• Strong problem-solving skills and ability to de-escalate difficult customer situations
• Excellent written and spoken English & German (well assess this in the video interview rather than just written claims)
• Familiarity with customer support tools (e.g. Zendesk Gorgias Freshdesk Intercom)
• Strong organizational and communication skills
• Ability to balance short-term customer satisfaction with long-term team efficiency

Benefits

• Why Join Skinnify
• Flexibility: Work remotely from anywhere full-time (40h / week)
• Growth: Join a hyper-growth brand with 120000 customers in 2 years
• Impact: Your leadership will directly shape customer happiness and loyalty
• Ownership: Take full responsibility for scaling and improving the support function
• Development: Learn and grow fast alongside a high-performing team

Thanks for your interest in Skinnify! Apply via our short form here :

We review applications within 23 days . Selected candidates will receive a Hireflix one-way video interview (8 questions 1520 mins). Finalists will be invited to a live interview with the team. We look forward to meeting you!

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 2000 - 3000