CUSTOMER SERVICE MANAGER

Job offer

We’re Hiring a Customer Service Manager

 Become a Key Part of the Customer Service!

Would you like to have a real impact on the development of Customer Service within an international e-commerce company? Are you passionate about people leadership, strategic planning, project management, and finding new ways to enhance the customer experience?

We are looking for an experienced Customer Service Manager to take responsibility for leading our international Customer Service team operating across the Czech Republic and Sweden.

In this role, you will play a key part in shaping the future of Customer Service, driving process improvements, managing strategic projects, and contributing to the overall direction of the department – with a strong focus on AI adoption, automation, and the fast-paced nature of the e-commerce environment.

What will you be responsible for?

• Leading and developing an international Customer Service team across the Czech Republic and Sweden

• Taking responsibility for departmental performance, service quality, customer satisfaction, and achievement of key KPIs

• Managing the department budget, workforce planning, and cost control

• Leading strategic and development projects across the Customer Service function

• Managing relationships with key system providers, payment service partners, and logistics carriers, including claims management, compensation processes, and continuous service improvement

• Identifying, selecting, and implementing new systems, tools, and software solutions

• Analyzing customer and operational data, identifying trends, and proposing initiatives to improve efficiency and customer satisfaction

• Designing, standardizing, and optimizing processes with a strong focus on both quality and efficiency

• Collaborating closely with Operations, Marketing, IT, Finance, HR, Regional Sales, and other stakeholders across the business

• Preparing regular performance reports and presenting recommendations for improvement to senior management

• Contributing to the long-term strategy and development of Customer Service across the company

Who are we looking for?

• Several years of experience leading Customer Service, Account Management, Operations, or a similar function, ideally within an e-commerce environment

• Experience managing managers and/or larger teams

• Strong project management skills and the ability to successfully drive organizational change

• Experience with budgeting, resource planning, and cost management

• Strong analytical skills and the ability to work with data, KPIs, and reporting to support decision-making

• Experience implementing systems, automation initiatives, or process improvements

• A proactive and self-driven professional with a strategic mindset and a strong sense of ownership

• Excellent stakeholder management and communication skills, with the ability to collaborate on key projects as well as lead them independently

• Fluent English, both written and spoken

• Experience in e-commerce or an international environment is an advantage

• Ability and willingness to commute to our office in Bor, Czech Republic, three days per week.

What do we offer?

• A key management position with a real impact on the future of Customer Service

• The opportunity to contribute to the growth of an international e-commerce company

• A high level of autonomy, trust, and room to bring your ideas to life

• Hybrid working model - The position is based in the Czech Republic, with a requirement to work from our office in Bor, Czech Republic, three days per week.

• 25 days of annual leave

• Meal allowance

• Pension contribution

• Employee discounts on company products

• Company events and a friendly international working environment

If you are looking for a role where you can combine leadership, strategy, project management, and customer experience development, we would love to hear from you.

We look forward to receiving your application.