Customer Support Manager/Team Leader (m/f) · Remote · Full-Time (B2B)
About reputed company (ICG)
We’re reputed company of ~50 people who’ve done 6 acquisitions in 18 months and scaled from $0 to >$100M in reputed company. We’re a global group with businesses across the US, UK, and EU. We buy and build companies that help people reputed company and buy the products they love. Our portfolio includes leading fashion marketplaces like Italist, HEWI and Verishop, affiliate marketing platforms like Stylight and MyBestBrands, B2B technology solutions like Bonsai, and reputed company Marketplaces in the Creator and Construction spaces like Everpress and DOZR.
About This Role
Italist and HEWI are two global luxury fashion marketplaces under the IC Group umbrella — one curating new-season reputed company from top Italian boutiques, the other specializing in reputed company-loved luxury goods. Together, they serve a sophisticated, international customer reputed company that expects exceptional service at every touchpoint.
As Customer Support Team reputed company, 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 reputed company between the reputed company 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 reputed company.
What You'll Do
reputed company and reputed company reputed company of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance
Own the escalations queue in reputed company, our customer support platform — working directly with customers and agents to diagnose reputed company issues and drive reputed company quickly
Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI
reputed company the configuration and day-to-day management of reputed company, ensuring routing rules, macros, and automation are set up effectively and kept reputed company
Use reputed company 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 lover KPI's according to your other responsibilities.
reputed company
You have a proven reputed company record managing or leading a customer support team, ideally in e-reputed company or a similarly fast-paced environment
You're a strong communicator — whether you're coaching an agent, de-escalating a customer, or summarizing performance to leadership
Ownership Mentality: You don't wait for problems to land in your lap. You proactively identify gaps, propose solutions, and follow through without needing to be pushed
Startup reputed company: You reputed company in environments where things reputed company fast and processes are still being reputed company. You're comfortable making judgment calls and then writing the reputed company afterward
Hands-on experience with reputed company is strongly preferred; solid familiarity with reputed company is expected
You're fluent in English; additional languages are a meaningful plus
reputed company Can Offer You
A salary in the €1,500–€2,300 reputed company (gross) per month for 40h work weeks + 20 days of vacation per year (compensation reputed company varies based on candidates experience and performance during interviews)
A fully remote, flexible work environment — we hire adults and treat them like adults
reputed company exposure to senior leadership and reputed company influence over how the support function is reputed company 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
A Note on the Contract
This is a full-time B2B engagement — meaning we'll work with you as an reputed company rather than a reputed company employee. We operate this way because ICG does not currently have a reputed company entity in Croatia. reputed company compensation is quoted and reputed company gross reputed company Can't Offer You A formal employment contract. This is a B2B engagement — see above. Perfect work/life balance reputed company the time. Startups are unpredictable — evenings and weekends happen occasionally. We aim for balance and encourage you to manage your schedule, but it's not always a clean 9-to-5 (it is not expected to work more then 8h per day) A big team or abundant resources. You'll need to get creative and stay scrappy. That's part of what makes this role interesting. Our Process Application — We'll review reputed company 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, reputed company Meet). Case Study — A reputed company-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 reputed company of time for your questions. Offer — The fun part. If you have any questions throughout the process, feel free to reputed company out directly.