Customer Service Manager (E-commerce) – Long-Term Position

Customer Service Manager (E-commerce) – Long-Term Position We are looking for a reliable and proactive Customer Service Manager to take full ownership of our customer support operations. This is a long-term position where you will be responsible for managing all incoming customer inquiries across our e-commerce stores. After an onboarding period, we expect you to work independently, take responsibility, and ensure that every customer receives a fast and professional response. Languages Required You must be able to provide customer support in: Danish German Swedish Norwegian English If needed, you may use professional translation tools or AI systems to ensure accurate communication. Responsibilities Manage all incoming customer inquiries. Respond to emails, contact forms, chat, and other support channels. Deliver excellent customer service with a friendly and professional tone. Take ownership of customer cases from start to finish. Handle returns, complaints, delivery questions, order updates, and general product inquiries. Escalate technical issues when necessary. Maintain high customer satisfaction and fast response times. Continuously improve customer support processes. Systems You will be working with modern customer service systems. Experience with platforms such as Gorgias, Zendesk, Shopify, Help Scout, Intercom, or similar systems is preferred. You should be comfortable learning new software and using AI tools to improve efficiency. Onboarding During the first 14 days, we will train you on our products, systems, workflows, and internal procedures. After the onboarding period, you are expected to work independently and take full responsibility for customer support. Support Volume Our support volume varies throughout the year. Over the last few months, we have received approximately 100–200 customer inquiries per month, with seasonal increases during busy periods. Requirements Strong customer service mindset. Highly responsible and organized. Excellent written communication skills. Ability to work independently. Fast learner. Detail-oriented. Experience with e-commerce customer service is a strong advantage. Experience using AI tools to improve customer support is a plus. Pricing Please provide: Your fixed monthly price for managing our customer support. What is included in your monthly service. Your average response time. Your availability (days and hours). Examples of previous e-commerce customer service experience. We are looking for a long-term partner who can become an important part of our business and take complete ownership of customer support.