Gymsets Ltd

Customer Support Manager (Remote)

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

: TYPE OF WORK

Full Time

: SALARY

$5 / hour

: HOURS PER WEEK

38

: DATE UPDATED

Sep 15, 2026

JOB OVERVIEW

We are a growing UK e-Commerce company looking for an experienced and hands-on Customer Support Manager to lead a small remote customer support team.

We are looking for someone who combines strong people-management skills with excellent attention to detail and customer service standards. You will be responsible for overseeing the day-to-day performance of the team, auditing customer interactions, providing coaching and feedback, and ensuring every customer receives professional, accurate, and high-quality support.

Key Responsibilities

1. Team Management
• Manage and support a small remote customer support team
• Monitor daily team performance, workload, attendance, and productivity
• Allocate and prioritise tasks to ensure customer enquiries are handled efficiently
• Provide regular coaching, guidance, and performance feedback
• Support team members in resolving complex or escalated customer issues
• Set clear expectations and ensure team members consistently follow company procedures
• Identify training needs and provide appropriate coaching and support
• Maintain a positive, accountable, and collaborative remote working environment

2. Quality Assurance & Ticket Auditing
• Regularly audit customer support tickets, emails, and customer interactions
• Evaluate the quality, accuracy, professionalism, and tone of customer responses
• Ensure agents provide clear, helpful, and accurate information
• Check that company policies and procedures are being followed correctly
• Identify recurring errors, knowledge gaps, and areas for improvement
• Provide constructive feedback and coaching based on ticket audits
• Track quality trends and report significant issues to management
• Help develop and maintain customer service standards, templates, and procedures

3. Customer Support Operations
• Monitor the support queue and ensure customer enquiries are handled within expected timeframes
• Assist with complex, sensitive, or escalated customer cases
• Ensure accurate documentation and case handling across support systems
• Work closely with other departments to resolve customer issues efficiently
• Identify recurring customer concerns and recommend improvements to internal processes
• Help improve workflows, FAQs, procedures, and support documentation
• Ensure the team consistently delivers a customer experience that reflects the GymSets brand

Requirements
• Previous experience managing or supervising a customer support or customer service team
• Experience managing a remote team is strongly preferred
• Strong understanding of customer service and quality assurance principles
• Excellent written and spoken English
• Exceptional attention to detail
• Strong ability to evaluate customer interactions objectively and consistently
• Confident providing constructive feedback and coaching to team members
• Strong problem-solving and decision-making skills
• Able to handle escalated customer concerns professionally
• Highly organised with strong time-management skills
• Comfortable working with CRM, helpdesk, ticketing, and communication platforms
• Comfortable reviewing performance data and identifying trends
• Able to work independently and take ownership of team performance
• Experience in e-commerce customer support is an advantage
• Reliable high-speed internet connection
• Quiet and professional home working environment

What We Offer
• Full-time, fully remote position
• 9:00 AM to 5:00 PM UK Business Hours
• Long-term opportunity with a growing UK e-commerce company
• Comprehensive onboarding and documented procedures
• Supportive management and collaborative team environment
• Opportunities for professional growth as the business expands

Working Hours
9:00 AM to 5:00 PM UK Business Hours (Philippine Time: 4:00 PM to 12:00 AM)

How to Apply

Please submit your application with the subject line: Customer Support Manager – Your Full Name

Please include:
• Your updated CV or resume
• A brief introduction about yourself and your customer support management experience via voice recording or short video, maximum 1 minute
• Details of your previous experience managing remote teams
• Details of your experience with ticket auditing, quality assurance, coaching, or performance management
• Any experience working with CRM, helpdesk, or e-commerce platforms

Shortlisted applicants will be contacted for the next stage of the recruitment process.

SKILL REQUIREMENT

Customer Support Quality Assurance Team Leadership

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Gymsets Ltd

Customer Support Manager (Remote)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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