Lead CS Support

About the role

We are hiring a Customer Support Supervisor, to lead a team of Customer Support Specialists who provide support for multiple B2C e-commerce storefronts. Your team handles complex customer cases, maintains the knowledge base, and works closely with first-line support to improve First Contact Resolution (FCR).

This role reports into the Director of Customer Operations and works closely with the Customer Service Operations Manager, responsible for the 1st line CS operations. This role is close to daily operations and focused on making the support experience simpler, faster, and more consistent for both customers and frontline agents. You translate recurring issues into clear improvements in processes, tools, and knowledge. You work closely with internal business stakeholders (i.e. Product & Engineering, Marketing, Category Management) to improve cross-functional processes.

This is a hands-on role for someone who understands customer support operations, and thrives at building structure, driving alignment, and translating growth plans into operational reality.

Key responsibilities

1. Team leadership & daily operations

• Define, implement, and continuously improve the support experience for both customers and frontline agents

• Ensure consistency, accountability, and clarity of ownership across your team and the different B2C e-commerce storefronts.

• Lead, coach, and support a team of ±5 Customer Support Specialists

2. Second-line performance and improvement

• Accountable for overall second-line CS KPIs such as First Contact Resolution (FCR), Contact per Case (CPC), Average Handling Time (AHT), Escalation rate, Resolution Times, Knowledge base accuracy and standards

• Identify (recurring) issues and bottlenecks into clear priorities and improvement roadmaps in close collaboration with 1st line CS Operations to reduce repeat contacts and unnecessary escalations.Own second-line escalations, ensuring fast, structured resolution and clear communication

• Lead incident and outage management at brand level, coordinating across CS Ops and other stakeholders

3. Knowledge base ownership

• Own the structure, quality and accuracy of the knowledge base and drive adoption of knowledge by the 1st line teams to improve FCR

• Translate complex product or policy changes into simple, actionable guidance

4. Voice of Customer & quality improvement

• Own Trustpilot and Voice of Customer inputs at brand level

• Partner with Quality and CS Ops to reduce repeat contacts and improve CSAT, Trustpilot scores, and quality results over time

• Ensure customer insights are synthesized and shared in a structured, actionable way with the business

What success looks like

• Improved FCR throughout the 1st line teams

• A knowledge base that agents trust and use

• Strong alignment between CS, Product, Engineering, and commercial teams

• Clear ownership and fast resolution of incidents, escalations, and systemic issues

• A motivated, engaged team