Customer Support Manager

Founded in 2022, Santé Studios is an Austria-based fashion brand with a global online presence. As our customer base continues to expand, we want to deliver a seamless customer experience and support our growing brand.

We are currently hiring for a Customer Support Manager. This position is ideal for someone who thrives in a fast-paced e-commerce environment, values structure and precision and is passionate about delivering excellence across both people and processes.

Customer Experience Management

• Supervise and support CSR team members, ensuring they meet performance, quality and communication standards.
• Manage escalated customer cases, chargebacks and critical issues, ensuring timely and fair resolutions.
• Oversee Trustpilot and other review platforms, maintaining a positive and authentic brand reputation.
• Oversee and manage returns, ensuring they are minimized through proactive communication and efficient resolution.
• Keep the support team motivated and aligned with Santé’s tone and customer service standards.
• Identify areas where the team is lagging and provide guidance, coaching or resources to enhance productivity and quality.
• Collaborate closely with the team to implement customer experience strategies that drive satisfaction and loyalty.

What We’re Looking For

• Minimum 2 years of experience in customer support, operations or e-commerce management.
• Strong leadership and interpersonal skills with the ability to motivate and manage a team effectively.
• Excellent written and verbal communication skills in English.
• Strong analytical, organizational and problem-solving skills.
• Proficiency with tools such as Shopify, Gmail, Excel and PowerPoint
• Detail-oriented, proactive and capable of managing multiple priorities simultaneously.
• A team player with a growth mindset and genuine commitment to Santés brand values.

Working Arrangement

• Full-time remote position (Monday to Friday).
• Must be available during standard working hours.
• Daily check-ins and regular coordination with the management team are part of the workflow.
• A work laptop can be provided if necessary (a stable internet connection is required).