D2C Retail - Customer Support Manager

Responsibilities: Lead a team of 25+ members across Quality, Training, Disputes, and Reputation Management to ensure high-quality customer experiences. Collaborate with the Head of Customer Experience to drive operational improvements, manage KPIs, and oversee team growth and scaling.

Requirements: Requires a Bachelor's degree and 5+ years of experience in customer support or operations, preferably within e-commerce. Must have a proven track record of leading teams of 20+ people and possess full professional English proficiency.

Key skills: Team Leadership, Customer Support Operations, Process Improvement, KPI Monitoring, Coaching and Feedback, Project Management, Conflict Resolution, Analytical Skills, Time Management, Gorgias, Strategic Planning, Stakeholder Communication

Keywords: D2C, Retail, E-commerce, Customer Success, Gorgias, SOP, KPI, Reputation Management, AI Tools, Automation, CET Timezone, Remote Work, Performance Apparel, Customer Experience, Scaling