CS Manager

HyperGrowth Recruitment Ltd; Amsterdam; On-site; EUR 50,000 - 95,000; Part time

Job summary

HyperGrowth Recruitment Ltd is seeking a proactive Customer Service Team Manager to own day-to-day support operations for a dedicated market, driving coverage, quality standards, and agent performance in a remote freelance role.

You will lead a team, conduct regular 1:1s, monitor metrics like CSAT and response times, and participate in hiring for Level 1 and 2 agents. Strong English, Shopify/Gorgias expertise, and independent remote leadership are essential.

Qualifications

• 2+ years in customer service, with at least 1 year in a team lead, supervisor, QA, or senior agent capacity.
• Hands-on proficiency with Gorgias or a comparable ticket/helpdesk platform.
• Familiarity with Shopify order management, refund processing, and fulfillment workflows.
• Exceptional written English communication skills, with the ability to maintain a warm, professional, and on-brand tone under pressure.
• Comfortable working with spreadsheets, tracking key support metrics, and evaluating operational trends over time.
• Proven ability to work independently, make decisive operational choices, and lead a team effectively in a remote environment.
• A calm, solutions-oriented mindset when addressing escalations or unexpected challenges.

Responsibilities

• Operations & Coverage: Manage rostering, shift coverage, and absence tracking for your designated market.
• Team Leadership & Growth: Conduct weekly 1:1s for new joiners, monthly 1:1s for tenured staff, and lead onboarding for new team members.
• Performance & Quality Control: Perform regular quality checks on agent interactions and maintain performance standards across the team.
• Escalation Management: Serve as the primary escalation point, resolving complex customer issues within the team rather than passing them upward.
• Customer Satisfaction: Monitor and drive key performance metrics including response time, CSAT, and Trustpilot ratings for your market.
• Hiring & Placement: Participate in interviewing candidates and place agents across Level 1 and Level 2 tiers.

Skills

Team leadership

Customer service

Communication

Data reporting

Problem solving

Tools

Gorgias

Shopify

Zapier

Google Apps Script

Job description

Location: Fully Remote

Reports To: Head of Customer Service

Employment Type: Freelance (Contract)

About the Role

Due to rapid growth in our DIY Art Club market, we are looking for a proactive and experienced Customer Service Team Manager to take ownership of day-to-day support operations for a dedicated market or functional area. In this role, you will be the core operational contact point for your team, driving coverage, quality standards, agent performance, and team development while resolving escalations internally.

Core Responsibilities

• Operations & Coverage: Manage rostering, shift coverage, and absence tracking for your designated market.

• Team Leadership & Growth: Conduct weekly 1:1s for new joiners, monthly 1:1s for tenured staff, and lead onboarding for new team members.

• Performance & Quality Control: Perform regular quality checks on agent interactions and maintain performance standards across the team.

• Escalation Management: Serve as the primary escalation point, resolving complex customer issues within the team rather than passing them upward.

• Customer Satisfaction: Monitor and drive key performance metrics including response time, CSAT, and Trustpilot ratings for your market.

• Hiring & Placement: Participate in interviewing candidates and place agents across Level 1 and Level 2 tiers.

Role Requirements

• Experience: 2+ years in customer service, with at least 1 year in a team lead, supervisor, QA, or senior agent capacity.

• Helpdesk Expertise: Hands-on proficiency with Gorgias or a comparable ticket/helpdesk platform.

• E-Commerce Workflows: Familiarity with Shopify order management, refund processing, and fulfillment workflows.

• Communication Skills: Exceptional written English communication skills, with the ability to maintain a warm, professional, and on-brand tone under pressure.

• Data & Reporting: Comfortable working with spreadsheets, tracking key support metrics, and evaluating operational trends over time.

• Remote Leadership: Proven ability to work independently, make decisive operational choices, and lead a team effectively in a remote environment.

• Problem Solving: A calm, solutions-oriented mindset when addressing escalations or unexpected challenges.

Nice to Have

• Experience working with e-commerce brands.

• Exposure to lightweight automation and workflow integration tools (e.g., Zapier, Google Apps Script).

• Prior experience supporting multi-brand or multi-channel customer service operations.