Customer Support Team Lead – E‑Commerce (D2C)

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

📋 Description

• Lead and develop a remote team of 8 customer support agents managing around 4,500 tickets each month.

• Provide coaching, regular feedback, and opportunities for professional growth to team members.

• Accountable for team performance, recruitment, and the development of employees, including conducting one-on-one meetings.

• Ensure seamless day-to-day operations across tickets, chat, and email.

• Actively contribute to support operations.

• Prioritize incoming requests and offer assistance during peak periods or bottlenecks.

• Oversee quality control in support operations (e.g., response quality, customer satisfaction).

• Continuously enhance existing support processes in daily operations.

• Collaborate closely with Operations and Marketing on recurring issues.

⛳️ Requirements

• Several years of experience in customer support within the e-commerce sector (D2C / online shop).

• A minimum of 2 years of direct line-management experience leading a customer support team of 3 or more employees.

• Hands-on approach with regular active participation in support activities.

• Proficient in Shopify and familiar with popular helpdesk tools such as Gorgias, Zendesk, or similar systems.

• Confident communication skills in both German and English, written and spoken.

• Structured, self-motivated, and capable of thriving in a fully remote environment.

• Strong awareness of KPIs, support quality, and practical process improvements.

🏝️ Benefits

• Work & Travel: Enjoy the flexibility to work up to 30 days a year from another EU country.

• Financial security: We offer a 100% employer contribution to the company pension scheme.

• Health & balance: Access an EGYM Wellpass membership for only €25/month, promoting fitness, health, and mental wellbeing.

• Employee discounts: Take advantage of exclusive discounts on our brands and products.

• Development: Annual training budget to support your personal and professional growth.

• Work environment: Enjoy a 100% remote setup with flexible working hours (30–40 hours per week available).

• Culture: We cultivate a modern, values-driven company culture that emphasizes high autonomy, swift decision-making, and a genuine hands-on mentality.

• Team spirit: Participate in regular offsites and team events that foster exchange, enjoyment, and collective growth.