Customer Support Manager

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Jobrack

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Jobrack is a platform that helps companies hire remote team members from regions like Eastern Europe and South Africa. The company offers a range of hiring services, including a "Done With You" service that actively searches, screens, and tests candidates to ensure a good fit for the organization's needs. Jobrack is known for sourcing high-quality candidates who are committed to building long-term careers. The platform is noted for its simplicity, one-off fees, and dedicated support throughout the hiring process, providing a cost-effective solution for remote workforce acquisition.

📋 Description

• Collaborate with the Head of Customer Experience on team growth, development, and results - always balancing service quality with team wellbeing • Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best • Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams • Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions • Proactively work on continuous improvement strategies and peak-season scaling plans • Go beyond issue resolution - identify opportunities to surprise customers and turn routine interactions into memorable moments • Guide your team through difficult customer situations and step in to manage escalations directly when needed • Own team projects from start to finish - set direction, remove blockers, and guide your direct reports to deliver • Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter • Support the evaluation and implementation of tools and platforms that improve team effectiveness • This is a full-time role working CET hours, typically 9AM to 5PM or similar.

🎯 Requirements

• Bachelor's degree • 5+ years in customer support, operations, or process improvement - ideally in e-commerce or a high-growth environment • Full professional English proficiency, written and verbal (minimum B2 level per the CEFR standard) • Experience leading a team of 20 or more, building culture and accountability while developing individuals • Exceptional communication skills at all levels - equally effective coaching frontline agents and presenting to senior leadership • Strong organisational capabilities to prioritise tasks, manage projects, and handle multiple responsibilities efficiently • Effective time management skills to ensure timely resolution of customer inquiries, tasks, and projects • Strong analytical skills with the ability to interpret data and provide actionable insights • Excellent listening abilities and openness to input from team members and other departments • Proficiency with customer support platforms such as Gorgias, with the ability to quickly adopt and optimise new tools • Significant availability during CET working hours. • Nice to have: • Experience in e-commerce environments • Exposure to AI tools and customer support automation • Experience leading process improvement initiatives • Experience managing larger distributed remote teams • Above all, you believe in building something great and bring optimism to everything you do. • This isn't a role for someone with a big ego or a defensive streak - we need someone who listens to feedback, admits mistakes quickly, and focuses on solving problems rather than being right.

🏖️ Benefits

• Salary is $2,000-$2,700 per month. This is a full time & fully remote position.