About the role
GT Ecom is looking for a Customer Service/Operations Manager to help us scale and strengthen our customer experience operations. This role is perfect for someone who has extensive background in customer service/operations, some initial management or leadership experience, and the ambition to grow into a larger management role.
What You’ll Do
Support and manage the daily activities of the customer service team.
Monitor and analyze customer service data to identify trends and areas for improvement.
Optimize return flow to minimize refund rate while maintaining a great customer experience.
Lower dispute rates to avoid PSP suspensions and protect payment operations.
Improve Trustpilot ratings and processes to help avoid GMC suspensions.
Leverage AI and automation to ensure scalable returns and other customer service processes.
Work closely with cross-functional teams (Supply Chain, Marketing, IT) to ensure smooth processes and communication.
Assist in developing processes and tools to improve efficiency and customer satisfaction.
What We’re Looking For
Background in Customer Service/Operations – you’ve worked in a CS or Operations team before and understand customer expectations and operations efficiency.
Junior management experience – perhaps you’ve led a small team, trained colleagues, or taken on a shift-lead role.
Smart and technical mindset – you like problem-solving, improving systems, and working with tools and data.
Data-driven mindset – skilled at working with data to identify insights and make informed decisions
Be part of a fast-growing international e-commerce company with a strong presence across Europe and other parts of the world
The Company in a Nutshell
GTEcom BV (https://gtecombv.com/) was established in 2018 and headquartered in The Netherlands. Our mission is to continue scaling our operations and opening & sustaining more successful global brands to achieve our target of $500M revenue and more than 50 stores worldwide by 2026. Our diverse team of 180 and growing remote e-commerce experts in their own niches from different parts of the world is helping us transform our vision of growing the company to a reality.
We are committed to cultivating a culture of hard work, freedom and responsibility, constant improvement, and positivity in our team.
The Upsides of Working with Us
- Thrive in a results-driven environment with the autonomy to shape your own approach
- Achieve a great work-life balance with remote work and flexible schedule
- Enjoy a competitive salary that reflects your skills and contributions
- Collaborate with a dynamic remote team
- Be a key player in our rapidly growing company
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