Job Description
- Job Description:
- Team leadership & quality
- Provide operational leadership, coaching and development for Customer Support (CS) agents
- Conduct regular quality checks including clear, constructive feedback
- Hold 1:1 meetings and support daily operations
- Monitor team performance & KPIs
- Handle complex customer inquiries & special cases
- Manage customer and payment escalations (e.g., Klarna, PayPal)
- Support the team in challenging situations
- Maintain & optimize macros, FAQs & SOPs (Gorgias)
- Improve CS processes & workflows
- Work closely with logistics, fulfillment & internal teams
- Act as a liaison between the CS team and the Head of Customer Care
- Requirements:
- Several years of experience in e‑commerce customer support (D2C / online shop)
- Experience in operational leadership or active support of a CS team (e.g., coaching, quality assurance, or escalation management)
- Confident user of Shopify and ideally familiar with Gorgias or similar ticketing tools
- Fluent in German and highly proficient in English, both written and spoken
- Work in a structured, independent and self‑organized way within a fully remote team
- Experience working with KPIs, quality assurance or optimizing CS processes
- Additional languages are a plus (Dutch, Danish or Italian)
- Benefits:
- Work & Travel: Work up to 30 days per year from other EU countries — freedom and flexibility in balance.
- Financial security: We cover 100% of contributions to the company pension plan.
- Health & balance: Benefit from an EGYM Wellpass membership for just €25/month — for fitness, health and mental wellbeing.
- Employee discounts: Exclusive savings on our own brands and products.
- Development: Annual training budget to support your professional and personal growth.
- Work environment: 100% remote with a flexible working time between 30–40 hours per week.
- Culture: A modern, values‑driven company culture with high autonomy, short decision paths and a genuine hands‑on mentality.
- Team spirit: Regular offsites & team events that foster connection, fun and shared growth.
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