CS Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Oversee scheduling, shift management, and tracking of absences for the assigned market.

• Conduct individual meetings weekly for new hires and monthly meetings for experienced staff.

• Facilitate the onboarding process for new team members.

• Carry out regular quality assessments on agent interactions and uphold performance standards.

• Act as the main escalation point and resolve intricate customer issues within the team.

• Monitor and enhance response times, customer satisfaction (CSAT), and Trustpilot ratings.

• Engage in candidate interviews and allocate agents to Level 1 and Level 2 tiers.

• Take charge of daily support operations for a specific market or operational area.

• Promote coverage, quality standards, agent performance, and team growth.

⛳️ Requirements

• Minimum of 2 years in customer service, with at least 1 year in a leadership, supervisory, QA, or senior agent role.

• Proficient in Gorgias or a similar ticket/helpdesk platform.

• Knowledge of Shopify order management, refund processing, and fulfillment processes.

• Outstanding written English communication skills, maintaining a friendly, professional, and brand-aligned tone under pressure.

• Comfortable using spreadsheets, tracking essential support metrics, and analyzing operational trends over time.

• Demonstrated ability to work independently, make decisive operational decisions, and effectively lead a team in a remote setting.

• Composed, solutions-focused approach when dealing with escalations or unforeseen challenges.

• Preferred: experience with e-commerce brands.

• Preferred: familiarity with automation and workflow integration tools like Zapier or Google Apps Script.

• Preferred: prior experience in supporting multi-brand or multi-channel customer service operations.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health benefits and wellness programs.

• A supportive and collaborative team environment.