Customer Support Manager (E-commerce)

We are looking for a Customer Support Manager in training to help build, structure, and scale the customer support operations of our Romanian online store.

This is a hands-on role. During the first weeks, you will work directly with me in daily customer support, learning our systems, workflows, and quality standards.
If you perform well, you will grow into a Customer Support Manager role with responsibility over people, processes, and performance.

What you will do (Phase 1 – Hands-on)
- Handle email customer support (orders, delivery, returns, complaints)
- Work with templates, decision flows, and AI tools (ChatGPT)
- Learn and apply our quality standards and escalation rules
- Identify recurring issues and opportunities for improvement
- Help document and refine support templates and procedures

What you will do (Phase 2 – Manager role)
- Oversee daily customer support operations
- Train and onboard new Customer Support Assistants
- Monitor performance (speed, quality, refunds, escalations)
- Review tickets and provide feedback and corrections
- Improve workflows, templates, and internal documentation
- Act as the first point of control before issues escalate

Who we are looking for
- Proven experience in customer support (e-commerce preferred)
- Experience leading, training, or mentoring others is a strong plus
- Strong written English communication
- Highly structured, detail-oriented, and process-driven
- Comfortable giving feedback and enforcing standards
- Reliable, proactive, and able to take ownership
- Confident working with tools (email, Google Sheets, AI tools)
- Romanian language skills are not required – all customer communication is supported by AI.

What we offer
- A clear growth path from hands-on support to manager role
- Direct collaboration with the business owner
- Well-defined workflows, templates, and systems
- Long-term collaboration in a growing e-commerce business
- Competitive compensation based on experience and responsibility
- Performance-based growth and increased responsibility

How to apply
- Send a short message
- Your name
- Your customer support experience
- Any experience leading or training others of experience as a Customer Support Manager
- Your availability (hours per day / week)

PINEAPPLE at the beginning of your message

Shortlisted candidates will receive a paid test task.