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

📋 Description

• • As Customer Support Team Lead at Inspiration Commerce Group, you will own the end-to-end support experience for two global luxury fashion marketplaces — Italist and HEWI — managing a small team of agents, handling escalations, and driving process improvements to ensure exceptional service for a sophisticated international customer base.
• • You will lead and develop a team of 3–4 Customer Support Agents through coaching, feedback, and day-to-day guidance; own the escalations queue in Gorgias; build and refine support SOPs and workflows; manage Gorgias configuration including routing rules, macros, and automation; use Shopify for order lookups, refunds, and post-purchase tasks; monitor team performance and queue health; report key metrics to operations leadership; collaborate on launches, promotions, and platform changes; and occasionally solve tickets as part of the frontline team.
• • Inspiration Commerce Group is a fast-moving global group of ~50 people that has completed 6 acquisitions in 18 months and scaled from $0 to over $100M in revenue, operating businesses across the US, UK, and EU, with a portfolio spanning fashion marketplaces, affiliate platforms, B2B tech solutions, and niche marketplaces in Creator and Construction spaces.
• • In this role, you will develop leadership and operational expertise in scaling customer support functions within high-growth e-commerce environments, gain direct exposure to senior leadership, influence the design and scaling of support processes across two luxury brands, and position yourself for growth into broader operations roles as the company’s portfolio expands.