Customer Support Manager (Full-Time, Remote, CET)

You understand support is not just about resolving tickets—it's about building systems that prevent them. You are methodical, performance-driven, and take ownership of results. You prefer autonomy and are motivated by continuous improvement. Managing people is part of your skill set, but optimizing performance is what drives you.

We are hiring a Junior Customer Support Manager to oversee support operations across several e-commerce stores. You will not be handling tickets directly. Instead, you will be responsible for managing the systems, people, and performance behind the scenes.

This is a fully remote position with a high degree of ownership. You will help build and improve support processes, manage a small international team, and ensure strong results across key performance metrics.

Key Responsibilities

Team Management

• Oversee a remote support team (2–3 agents)
• Provide training, guidance, and process oversight
• Identify and prevent recurring mistakes
• Lead hiring and onboarding of new agents when needed

Platform Ownership

• Own the Gorgias setup across multiple Shopify stores
• Ensure rules, integrations, and workflows function properly
• Monitor AI agent performance and troubleshoot issues
• Propose changes to increase efficiency and accuracy

Reporting & KPIs

• Track and improve key metrics :
• CSAT
• Ticket trends and root causes
• Build weekly and monthly reports using Google Sheets
• Pull and interpret data from Shopify, Gorgias, and other tools

Operational Improvement

• Spot inefficiencies and recommend process changes
• Identify common customer issues and reduce repetitive tickets
• Align support operations with broader business goals in collaboration with the Operations Manager

Requirements

• 1+ years in e-commerce (Shopify experience required)
• Hands-on experience with Gorgias or similar support platforms
• Strong analytical skills and Excel / Google Sheets proficiency
• Familiarity with support KPIs and reporting best practices
• Fluent in written and spoken English
• Self-sufficient, detail-oriented, and proactive
• Based in Europe and available during standard CET working hours

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