D2C Retail - Customer Support Manager

JobRack

8d•$2,000 - $2,700•Remote

About The Position

We're a D2C retail brand building outdoor and performance apparel for customers who value practicality, durability, and comfort in everyday wear. Since launching in 2019, we've grown from a single product idea into an international online brand with customers across multiple markets. Because we sell directly to customers, most of what we do revolves around understanding how people actually use our products and continuously improving the experience around them - from product development and operations to customer support and digital growth. We're still a relatively lean company, which means teams work closely together and people tend to have a visible impact on how things evolve. We care about moving quickly where it makes sense, improving processes as we grow, and building a business that can scale without losing sight of the customer experience that got us here in the first place. Right now, we're in a stage where growth is bringing new opportunities to strengthen systems, improve how teams collaborate, and create more structure around the way we work - while keeping the flexibility and pace that helped us grow. We're looking for a Customer Success Manager who will be the right hand to our Head of Customer Experience, taking ownership of day-to-day operations and keeping our improvement projects on track. This role calls for genuine independence and ownership - you'll be the one pushing the team forward, not waiting for direction. You'll be someone who can read between the lines, move quickly, and become a true partner rather than just another layer of management. You'll lead a team of 25+ people across Quality & Training, Disputes, and Reputation Management, with 4 direct reports (1 manager, 2 Team Leads, and 1 coordinator), ensuring everyone knows exactly how their work contributes to the customer and the brand. We're looking for someone who takes ownership without needing to be chased. Someone who brings solutions, not just problems. The successful candidate will stay calm under pressure, adapt quickly to new priorities, and communicate transparently when things aren't going to plan. You'll demonstrate strong autonomy - the kind that comes from paying attention to what matters, picking up on context, and aligning your actions accordingly. Change doesn't intimidate you; you're comfortable experimenting, learning, and iterating.

Requirements

Bachelor's degree
5+ years in customer support, operations, or process improvement - ideally in e-commerce or a high-growth environment
Full professional English proficiency, written and verbal (minimum B2 level per the CEFR standard)
Experience leading a team of 20 or more, building culture and accountability while developing individuals
Exceptional communication skills at all levels - equally effective coaching frontline agents and presenting to senior leadership
Strong organisational capabilities to prioritise tasks, manage projects, and handle multiple responsibilities efficiently
Effective time management skills to ensure timely resolution of customer inquiries, tasks, and projects
Strong analytical skills with the ability to interpret data and provide actionable insights
Excellent listening abilities and openness to input from team members and other departments
Proficiency with customer support platforms such as Gorgias, with the ability to quickly adopt and optimise new tools
Significant availability during CET working hours

Nice To Haves

Experience in e-commerce environments
Exposure to AI tools and customer support automation
Experience leading process improvement initiatives
Experience managing larger distributed remote teams

Responsibilities

Collaborate with the Head of Customer Experience on team growth, development, and results - always balancing service quality with team wellbeing
Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best
Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams
Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions
Proactively work on continuous improvement strategies and peak-season scaling plans
Go beyond issue resolution - identify opportunities to surprise customers and turn routine interactions into memorable moments
Guide your team through difficult customer situations and step in to manage escalations directly when needed
Own team projects from start to finish - set direction, remove blockers, and guide your direct reports to deliver
Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter
Support the evaluation and implementation of tools and platforms that improve team effectiveness