Senior Customer Support Representative (Remote) - EU Market Support

Position: SENIOR CUSTOMER SUPPORT REPRESENTATIVE (REMOTE) – EU MARKET SUPPORT Salary range : Between $3,500 - $4,900 NZD (7,500–10,500 PLN/month gross) (The final amount will be at the the client discretion basing on the candidate’s skills and experience.) Working Hours: Monday to Friday | EU Business Hours Languages Required: English & German Preferred (Not Required): French Work set-up: 100% Remote work (Independent Contractor Agreement) Holidays : To be determined Recruitment process : possible multiple client interviews and assessment When applying, kindly include the following: A 1–2 minute video introduction in German (please share the video link) An updated resume/CV in English OVERVIEW Our client is a growing international eCommerce business looking for a hands-on Customer Support & Service Team Lead to support their expanding EU operations. This is a highly operational role where approximately 80% of the day will involve actively handling customer tickets while also supporting and guiding a small remote team. This opportunity is ideal for a strong Senior Customer Support or Customer Service professional ready to step into their first leadership role. The role requires someone who is empathetic, solutions-focused, and confident handling sensitive customer situations with care and professionalism in a fast-paced environment. Key Responsibilities Advanced Customer Support & Escalations Handle customer enquiries via email, live chat, and other core support channels. Provide accurate product information and troubleshoot customer concerns efficiently. Manage escalated or high-priority cases, taking ownership of tricky customer situations to ensure positive outcomes before they need to go to global management. Deliver clear, high-quality written and verbal communication across all customer interactions. Team Guidance & Peer Support Act as the local, on-timezone point of contact and mentor for a small team of Customer Service Agents. Coordinate light team touchpoints, such as calling the local team together for brief daily check-ins or stand-up meetings. Lead by example by actively managing ticket queues and demonstrating customer service best practices. Assist with onboarding and training new team members as the regional support team grows. Operations & Process Improvement Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved. Identify recurring customer issues or regional trends and recommend process improvements to the Customer Service Manager. Ensure team adherence to internal systems, processes, and brand tone guidelines. Collaboration & Reporting Provide regular updates and operational insights to management regarding regional team performance and ticket trends. Collaborate closely with cross-functional teams and global headquarters. Proactively escalate systemic customer experience concerns and operational risks. What We’re Looking For A customer-first professional who takes true ownership of outcomes and drives service excellence. Someone who thrives in a fast-paced, high-volume eCommerce environment but remains methodical and organized. A collaborative and transparent team player who naturally helps peers and enjoys fostering a supportive team environment. A growth-minded individual who is comfortable mastering the core customer service role first, with the natural capability to step up as the team expands. Key Requirements Language Skills: Fluent in both English and German (written and verbal) is essential. (Additional European languages are a plus). Experience: Minimum of 5 years of experience in a dedicated Customer Service role, with proven experience handling complex customer escalations or serving in a senior/peer-mentor capacity. Industry Experience: Experience within eCommerce, retail, consumer products, or product-based customer support environments. Technical Proficiency: Strong working knowledge of standard eCommerce platforms (e.g., Shopify) and customer support omni-channel ticket systems (e.g., Zendesk, Gorgias, or similar). Soft Skills: High emotional intelligence, a calm demeanor under pressure, and the ability to turn difficult customer situations into positive experiences. Work Style: Self-motivated and comfortable working remotely across international time zones. Longevity and a desire to grow with a company long-term are highly valued.