Remote 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

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.