Junior Customer Support Manager (Full-Time, Remote, CET)

We are hiring a Junior Customer Support Manager to oversee support operations across several e-commerce stores. You will not be handling tickets directly. Instead, you will be responsible for managing the systems, people, and performance behind the scenes.

This is a fully remote position with a high degree of ownership. You will help build and improve support processes, manage a small international team, and ensure strong results across key performance metrics.

Key Responsibilities

Team Management

• Oversee a remote support team (2–3 agents)

• Provide training, guidance, and process oversight

• Identify and prevent recurring mistakes

• Lead hiring and onboarding of new agents when needed

Platform Ownership

• Own the Gorgias setup across multiple Shopify stores

• Ensure rules, integrations, and workflows function properly

• Monitor AI agent performance and troubleshoot issues

• Propose changes to increase efficiency and accuracy

Reporting & KPIs

• Track and improve key metrics:
  – Refund Rate
  – Dispute/Chargeback Rate
  – CSAT
  – Ticket trends and root causes

• Build weekly and monthly reports using Google Sheets

• Pull and interpret data from Shopify, Gorgias, and other tools

Operational Improvement

• Spot inefficiencies and recommend process changes

• Identify common customer issues and reduce repetitive tickets

• Align support operations with broader business goals in collaboration with the Operations Manager

• 1+ years in e-commerce (Shopify experience required)

• Hands-on experience with Gorgias or similar support platforms

• Strong analytical skills and Excel/Google Sheets proficiency

• Familiarity with support KPIs and reporting best practices

• Fluent in written and spoken English

• Self-sufficient, detail-oriented, and proactive

• Based in Europe and available during standard CET working hours