Customer Support Manager/Team Leader (m/f) · Remote · Full-Time (B2B)

As Customer Support Team Lead, you'll own the end-to-end support experience across two global luxury fashion marketplaces, Italist and HEWI, and manage a team of 3–4 Customer Support Agents. You'll also be responsible for escalations, process improvements, and serving as the operational bridge between the frontline team and senior leadership.

Requirements

• Lead and develop a team of 3–4 Customer Support Agents
• Own the escalations queue in Gorgias, our customer support platform
• Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI
• Use Shopify to support agents with order lookups, refund processing, and any post-purchase operational tasks across both stores
• Monitor team performance and queue health; report on key metrics and surface trends to operations leadership
• Collaborate with the wider ICG operations team on launches, promotions, platform changes, and anything else that touches the customer experience

Benefits

• Fully remote, flexible work environment
• Direct exposure to senior leadership and real influence over how the support function is built and scaled
• Chance to shape something from the ground up across two growing luxury brands
• 20 days of vacation per year