Customer Support Manager

The Customer Support Manager will oversee the day-to-day operations of the customer support team, ensuring that clients receive premium service aligned with our luxury standards. This includes direct customer service oversight, managing team schedules (rotas), tracking KPIs/KRAs, coaching the support team, and improving systems and processes.

Oversee all customer service operations for international markets across multiple channels (email, chat, social, and other platforms).

Ensure all interactions reflect the tone, attention to detail, and care expected of a luxury brand.

Personally manage escalations, VIP clients, and sensitive cases with discretion and professionalism.

Lead, coach, and motivate a high-performing support team.

Conduct regular team meetings, one-on-one check-ins, and performance reviews.

Maintain a positive, service-oriented team culture that aligns with brand values.

Ensure team product knowledge is up-to-date through regular training sessions.

Manage team scheduling to ensure appropriate coverage across time zones, weekends, and peak seasons.

Plan and maintain monthly rotas and shift calendars.

Coordinate leave requests, absences, and back-up coverage to maintain SLA compliance.

Define and track Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for all support team members.

Monitor metrics such as response time, resolution time, ticket backlog.

Generate weekly/monthly reports for leadership and make data-driven recommendations for improvement.

Identify recurring issues and work with tech, logistics, and product teams to resolve root causes.

Collaborate with e-commerce, warehousing, and fulfillment partners to ensure a seamless post-purchase experience.

Recommend and help implement tools or process changes to improve efficiency and service quality.

3+ years of customer service experience, with at least 2 years in a managerial role, ideally within luxury retail, fashion, or e-commerce.

Strong experience handling international clientele and understanding cultural nuances.

Excellent English communication skillswritten and verbal (other languages a plus).

Proven ability to manage a support team, including scheduling, coaching, and performance tracking.

Proficiency in using CRM platforms and basic analytics/reporting tools.

Strong organizational and time management skills, especially in rota planning and shift coordination.

Calm, solution-focused, and proactive in high-pressure or high-value client situations.

Deep understanding of the luxury service mindset: discretion, detail, and personalization.