Sr Customer Support Manager

About the Role

We are hiring a Senior Customer Support Manager to oversee day-to-day workflows, manage complex cross-functional initiatives, and ensure we deliver exceptional experiences to our customers within a fast-growing international luxury watch marketplace.

This is a senior-level leadership role intended for a customer support expert with a proven track record managing operations and leading teams in fast-paced environments. You will own the day-to-day performance of the support team, resolve high-priority escalations, and partner closely with pending fulfillment, product, and sales to keep workflows efficient and consistent with company goals.

While prior experience in the luxury or watch space is preferred, it's not required. What matters most is deep expertise in customer support operations, strong team leadership, and the ability to drive results in a fast-paced, scaling environment.

Key Responsibilities

• Operational Management & Coordination: Oversee all daily operations, ensuring workflows are efficient, consistent, and aligned with company goals.
• Customer Support Leadership: Lead the customer support team, ensuring high-quality responses, fast resolution times, and proactive, attentive service.
• Problem Resolution & Escalations: Resolve high-priority issues, including escalated customer concerns and operational blockers.
• Cross-Functional Partnership: Work closely with operations, product, and sales teams to streamline coordination and process flow.
• Analysis & Continuous Optimization: Monitor KPIs across support and operations, use data to identify bottlenecks, and implement improvements.
• eCommerce Platform & Process Management : Manage Shopify infrastructure and eCommerce tools to ensure operational excellence.
• Vendor & Partner Management: Maintain relationships with vendors and third-party platforms.
• Transaction Support: Support buyers and sellers in finalizing watch transactions, including documentation and post-sale follow-up.
• Process Improvement: Drive continuous improvement across all customer-facing and backend processes.

Senior-Level Profile We're Looking For

• 3+ years of operations and customer service management experience, ideally in eCommerce.
• Proven leadership managing support teams and handling complex escalations.
• Fluent in English with outstanding written and verbal communication skills.
• Experience running cross-functional projects and driving results across departments.
• Highly organized, analytical, and proactive problem-solver.
• Comfortable operating independently and serving as a trusted point of escalation.
• Background in the watch or luxury goods industry is a plus.

Why This Role Is Critical

The success of this project relies on strong customer support leadership that protects the premium experience our clients expect while keeping daily operations running smoothly. This role plays a key part in maintaining customer confidence, resolving escalations quickly, and driving continuous improvement across support and operational processes as the business scales.

What We Offer

• A senior-level leadership role within a fast-growing international luxury marketplace
• Direct impact on customer outcomes and operational quality
• Competitive compensation and local benefits
• Strong growth opportunities as the project expands
• A collaborative environment focused on accountability, ownership, and results