Customer Service Operations Manager (Remote)

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 extensivebackground 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