head of customer support

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: TYPE OF WORK

Full Time

: SALARY

500

: HOURS PER WEEK

32

: DATE UPDATED

Jan 10, 2026

JOB OVERVIEW

We are looking for a proactive Head of Customer Support who takes full ownership of managing, monitoring, and continuously improving our customer support operations. In this role, you will ensure that our customer support representatives perform at a high and consistent level, communicate professionally with customers, and follow best practices in tone of voice, speed, and accuracy.

You will act as the primary point of contact for the support team, actively guide and coach them, and provide structured reporting to management. In addition, you will have a supporting role in maintaining our profit & loss (P&L) sheet, with a focus on advertising spend and cost of goods sold (COGS).

Key Responsibilities
Customer Support Leadership

Monitor daily performance of customer support representatives

Review and improve the quality, clarity, and tone of customer responses

Actively coach, guide, and manage the support team

Be available for questions, escalations, and day-to-day support

Identify recurring issues (returns, complaints, chargebacks, delivery issues) and propose solutions

Proactively optimize support processes, templates, and workflows

Monitor, manage, and analyze A/B tests within refund and return funnels

Translate refund funnel test results into clear insights and actionable improvements

Report clearly and regularly to management on performance and improvements

Reporting & Performance Monitoring

Create and maintain clear performance dashboards

Periodically report on:

Response times

Customer satisfaction

Recurrent issues

Individual team performance

Performance and outcomes of refund funnel A/B tests

Finance Support (Secondary Role)

Assist in maintaining and updating the profit & loss (P&L) sheet

Extract and process:

Advertising spend

Cost of goods sold (COGS)

Identify inconsistencies or anomalies and flag them to management

What We’re Looking For

Proven experience in customer support or support management (e-commerce experience is a strong plus)

Highly proactive mindset — you take initiative without waiting for instructions

Strong analytical and organizational skills

Excellent written and verbal communication skills

Ability to lead, coach, and motivate a remote team

Basic understanding of P&L structures, advertising costs, product margins, and refund optimization is a plus

Working Conditions

6 days per week

6 hours per day

Compensation: €245 every two weeks

Remote position

Why This Role Stands Out

High level of ownership and responsibility

Direct impact on customer satisfaction, refund rates, and overall business performance

Close collaboration with management

Freedom to improve and structure processes independently

SKILL REQUIREMENT

Shopify Customer Support Management Google Docs

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Job Post	Reporter	Rank	Reason	Date

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head of customer support

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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