Customer Support Manager

We are looking for a Customer Support Manager to oversee our growing Customer Support Team for our online store. This is a long-term role with real responsibility. You will be the main point of contact for our support agents and ensure that all customer inquiries are handled efficiently, accurately, and with the highest level of professionalism.

Your main responsibilities will include:

Acting as the first point of contact for our customer support team when they have questions or need assistance.

Learning our products, workflows, and support templates thoroughly in order to guide the team.

Training and onboarding new support agents as our team grows.

Reviewing and managing all return requests:

Support agents will add return cases to a shared list.

You will verify them, approve or reject requests, and process refunds to customers.

Monitoring support performance to ensure speed, accuracy, and quality of responses.

Helping improve our templates and processes over time to increase efficiency.

Escalating issues to management when needed and keeping communication clear.

Leadership Requirements:
We need someone who has already managed a team in the past. This is not an entry-level role. You must be confident in leading people, making decisions, and showing authority.

When mistakes happen, you identify the root cause, fix them immediately, and ensure they never happen again.

You think ahead, work proactively, and keep the team focused on solutions instead of excuses.

You show power, discipline, and leadership – the team must trust and follow you.

Future responsibilities may include:

Scheduling shifts and ensuring full coverage across the week (including weekends).

Creating performance reports and KPIs for the support team.

Handling exceptional or high-priority customer cases directly.

What we expect from you:

Proven experience in customer support management, e-commerce service, or team leadership.

Strong organizational and communication skills.

Ability to train and coach tea ---------- mbers effectively.

High level of responsibility, trustworthiness, and attention to detail.

Good English communication (German is not required – translations and templates are provided).

Proactivity: You don’t just react, you solve problems and improve processes.

Why this role is important:
You will ensure that our support team runs smoothly and that customers always get fast, professional, and accurate solutions. By managing returns and refunds carefully, you also protect the company from mistakes and keep customers happy.