Customer Support Manager/Team Leader (m/f) · Remote · Full-Time (B2B)
About Inspiration Commerce Group (ICG)
We’re a team of ~50 people who’ve done 6 acquisitions in 18 months and scaled from $0 to >$100M in revenue. We’re a global group with businesses across the US, UK, and EU. We buy and build companies that help people find 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 niche 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 pieces from top Italian boutiques, the other specializing in pre-loved luxury goods. Together, they serve a sophisticated, international customer base that expects exceptional service at every touchpoint.
As Customer Support Team Lead, 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 bridge between the frontline 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 place.
What You'll Do
Lead and develop a team of 3–4 Customer Support Agents, providing coaching, feedback, and day-to-day guidance
Own the escalations queue in Gorgias, our customer support platform — working directly with customers and agents to diagnose complex issues and drive resolution quickly
Build, document, and continuously improve support SOPs and workflows across both Italist and HEWI
Oversee the configuration and day-to-day management of Gorgias, ensuring routing rules, macros, and automation are set up effectively and kept current
Use Shopify 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.
About You
You have a proven track record managing or leading a customer support team, ideally in e-commerce 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 Mindset: You thrive in environments where things move fast and processes are still being built. You're comfortable making judgment calls and then writing the playbook afterward
Hands-on experience with Gorgias is strongly preferred; solid familiarity with Shopify is expected
You're fluent in English; additional languages are a meaningful plus
What We Can Offer You
A salary in the €1,500–€2,300 range (gross) per month for 40h work weeks + 20 days of vacation per year (compensation range varies based on candidates experience and performance during interviews)
A fully remote, flexible work environment — we hire adults and treat them like adults
Direct exposure to senior leadership and real influence over how the support function is built 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 independent contractor rather than a direct employee. We operate this way because ICG does not currently have a legal entity in Croatia. All compensation is quoted and paid gross