About the role
We are looking for a Customer Support Manager to lead and develop our B2B Customer Support team. You will manage a team of 4–6 Customer Support Specialists and ensure a smooth, high-quality support experience for our clients — online store owners and e-commerce businesses using our fulfillment services.
This role combines people management, process optimization, and close collaboration with operations and commercial teams.
Key responsibilities

• Manage, coach, and develop a Customer Support team of 4–6 people
• Ensure timely, accurate, and professional handling of all customer queries (email, group texts, calls where applicable)
• Act as an escalation point for complex or sensitive customer issues
• Monitor team performance, workloads, and KPIs (response time, resolution time, customer satisfaction)
• Improve and document customer support processes and workflows
• Collaborate closely with Operations, Sales, and IT teams to resolve issues efficiently
• Ensure a consistent, high-quality B2B customer experience
• Support onboarding and training of new team members
• Contribute to building scalable support structures aligned with company growth

What we offer

• The opportunity to play a key role in a rapidly growing company
• A collaborative, dynamic work environment
• Real impact — your work will directly influence customer satisfaction and retention
• Opportunities for professional growth and development
• Competitive compensation package, aligned with experience