[Hiring] Customer Support Manager/Team Leader @Inspiration Commerce Group

Role Description

Italist and HEWI are two global luxury fashion marketplaces under the IC Group umbrella — one curating new-season pieces from top Italian boutiques, the other specializing in pre-loved luxury goods. Together, they serve a sophisticated, international customer base that expects exceptional service at every touchpoint.

As Customer Support Team Lead, you'll own the end-to-end support experience across both brands. You'll manage a small team of support agents, handle escalations, drive process improvements, and serve as the operational bridge between the frontline team and senior leadership. This role requires someone who's equally comfortable handling a difficult customer situation and redesigning the workflow that caused it in the first place.

What You'll Do

• Lead and develop a team of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance.
• Own the escalations queue in Gorgias, our customer support platform — working directly with customers and agents to diagnose complex issues and drive resolution quickly.
• Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI.
• Oversee the configuration and day-to-day management of Gorgias, ensuring routing rules, macros, and automation are set up effectively and kept current.
• 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.
• Solve tickets as the rest of the CS team, but with lower KPI's according to your other responsibilities.

Qualifications

• Proven track record managing or leading a customer support team, ideally in e-commerce or a similarly fast-paced environment.
• Strong communicator — whether coaching an agent, de-escalating a customer, or summarizing performance to leadership.
• Ownership Mentality: Proactively identify gaps, propose solutions, and follow through without needing to be pushed.
• Startup Mindset: Thrive in environments where things move fast and processes are still being built.
• Hands-on experience with Gorgias is strongly preferred; solid familiarity with Shopify is expected.
• Fluent in English; additional languages are a meaningful plus.

Benefits

• A salary in the €1,500–€2,300 range (gross) per month for 40h work weeks.
• 20 days of vacation per year (compensation range varies based on candidates experience and performance during interviews).
• A fully remote, flexible work environment — we hire adults and treat them like adults.
• Direct exposure to senior leadership and real influence over how the support function is built and scaled.
• The chance to shape something from the ground up across two growing luxury brands, with genuine room to grow into a broader operations role as the portfolio expands.

What We Can't Offer You

• A formal employment contract. This is a B2B engagement.
• Perfect work/life balance all the time. Startups are unpredictable — evenings and weekends happen occasionally.
• A big team or abundant resources. You'll need to get creative and stay scrappy.

Our Process

• Application — We'll review within 72 hours and follow up either way.
• Intro Interview — A conversation with Jurica to explore your background and what you're looking for (30 min, Google Meet).
• Case Study — A real-world support operations challenge (compensated), followed by a working session to see how you think and collaborate.
• Final Interview — A deeper conversation with Karlo, with plenty of time for your questions.
• Offer — The fun part.