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Customer Support Team Lead – E‑Commerce / D2C

EcommerceEcommerceFull TimeRemoteTeam 11-50Since 2022H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

38 days ago

Salary

Not specified

Bachelor DegreeGermanEnglish

Job Description

• Team leadership & quality • Provide operational leadership, coaching and development for Customer Support (CS) agents • Conduct regular quality checks including clear, constructive feedback • Hold 1:1 meetings and support daily operations • Monitor team performance & KPIs • Handle complex customer inquiries & special cases • Manage customer and payment escalations (e.g., Klarna, PayPal) • Support the team in challenging situations • Maintain & optimize macros, FAQs & SOPs (Gorgias) • Improve CS processes & workflows • Work closely with logistics, fulfillment & internal teams • Act as a liaison between the CS team and the Head of Customer Care

Job Requirements

Several years of experience in e‑commerce customer support (D2C / online shop)
Experience in operational leadership or active support of a CS team (e.g., coaching, quality assurance, or escalation management)
Confident user of Shopify and ideally familiar with Gorgias or similar ticketing tools
Fluent in German and highly proficient in English, both written and spoken
Work in a structured, independent and self‑organized way within a fully remote team
Experience working with KPIs, quality assurance or optimizing CS processes
Additional languages are a plus (Dutch, Danish or Italian)

Benefits

Work & Travel: Work up to 30 days per year from other EU countries — freedom and flexibility in balance.
Financial security: We cover 100% of contributions to the company pension plan.
Health & balance: Benefit from an EGYM Wellpass membership for just €25/month — for fitness, health and mental wellbeing.
Employee discounts: Exclusive savings on our own brands and products.
Development: Annual training budget to support your professional and personal growth.
Work environment: 100% remote with a flexible working time between 30–40 hours per week.
Culture: A modern, values‑driven company culture with high autonomy, short decision paths and a genuine hands‑on mentality.
Team spirit: Regular offsites & team events that foster connection, fun and shared growth.