Remote Customer Service Leader - E-commerce Growth

Scale Jet; Warszawa; On-site; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Fully remote work

Ownership and influence over ops

Job summary

Scale Jet is seeking an experienced Customer Service Manager to lead a remote care team for a direct-to-consumer e-commerce brand. You will design scalable processes, mentor staff, and own the end-to-end customer support lifecycle from pre-sale to post-installation.

Ideal candidates thrive on building structured workflows, improving systems, and have deep experience with technically complex, self-assembly products. This is a fully remote, hands-on leadership role in a fast-growing environment.

Qualifications

• Proven experience as a Customer Service Manager / Customer Support Manager in e-commerce.
• Mandatory experience with direct-to-consumer brands that manage their own shipping and delivery.
• Strong background in technical customer support for home assembly or installation products (e.g., furniture, fitness equipment, electronics).
• Experience building, documenting, and scaling customer service processes and systems.
• Previous people management experience.

Responsibilities

• Lead, manage, and mentor a remote team of Customer Care Specialists.
• Design, implement, and continuously improve customer service workflows, policies, and SOPs.
• Own the full customer support lifecycle: pre-sale questions, order management, shipping issues, delivery coordination, warranties, returns, and post-installation support.
• Build and optimize processes for handling technical support cases related to product assembly, missing or damaged parts, and installation challenges.
• Act as an escalation point for complex, sensitive, or high-priority customer issues.
• Collaborate with Operations, Logistics, Warehouse, and Product teams to resolve delivery and technical issues efficiently.
• Monitor team performance using KPIs and implement improvements.
• Ensure accurate CRM usage, reporting, and documentation across the team.
• Identify recurring issues and propose product, documentation, or process improvements; train the team on communication standards and product knowledge.
• Represent the customer voice internally and advocate for an excellent customer experience.

Skills

Customer Service Manager

Customer Support

E-commerce

Direct-to-Consumer

CRM platforms

Ticketing systems

People management

Communication

Process design

Job description

Scale Jet is seeking an experienced Customer Service Manager to lead a remote care team for a direct-to-consumer e-commerce brand. You will design scalable processes, mentor staff, and own the end-to-end customer support lifecycle from pre-sale to post-installation.

Ideal candidates thrive on building structured workflows, improving systems, and have deep experience with technically complex, self-assembly products. This is a fully remote, hands-on leadership role in a fast-growing environment.