Customer Support Manager — E-commerce (Shopify + Gorgias)

JOB DESCRIPTION

We are a European e-commerce group running seven Shopify stores in fashion, home and lifestyle. Most of our customers are in the Netherlands, Germany, Denmark and the wider EU.

We are hiring a Customer Support Manager to own customer support end to end. You will run the Gorgias setup, set the standard for how we answer customers, manage the support agents, and report what support is telling us about the business.

This is an ownership role, not a queue seat. We will tell you the outcome we want and expect you to design how we get there.

WHAT YOU WILL OWN

• The support function across all seven stores: response times, resolution times, quality of answers
• Our Gorgias setup — views, tags, rules, automations and the macro library
• Hiring, onboarding, scheduling and coaching the support agents
• Support policy: returns, refunds, exchanges, goodwill decisions, and where the line sits
• SOPs and documentation, kept current rather than written once
• Weekly and monthly reporting to management: ticket volume, SLA performance, top complaint drivers per store
• Feeding what you learn back into the business — recurring product defects, carrier problems, unclear product pages or checkout issues
• Escalations: the tickets nobody else should be d ----------

WHAT WE ARE LOOKING FOR

REQUIRED

• 4+ years in customer support, including 2+ managing a team
• Hands-on Gorgias experience at admin level — rules, automations, views, macro libraries, Shopify integration
• Strong Shopify experience: orders, refunds, fulfilments, customer history
• Proven track record improving a support metric you can name and quantify
• Excellent written English, clear and warm, plus the judgement to know when a policy should bend
• Comfortable coaching people and giving direct feedback
• Reliable internet (min. 20 Mbps), working computer, quiet place to work
• Able to work EU-overlapping hours

NICE TO HAVE

• Managed support across multiple stores or brands at once
• EU consumer rights knowledge (30-day right of withdrawal, return obligations)
• Experience with support reporting in Google Sheets or a BI tool
• Experience setting up a helpdesk from scratch or migrating one

WHAT WE OFFER

• Long-term, stable position with a growing e-commerce group
• Full ownership of the support function, not a role that waits for instructions
• Direct line to management — your reporting is read and acted on
• Real growth as we add stores

HOW TO APPLY

Applications that skip these steps will not be read.

1. Send your updated resume
2. Your available working hours in Philippine time
3. Note if you already have other work at the moment

We reply ONLY to every application that follows these steps.