Customer Support Lead for an Ecommerce Company

About the company: BRM Agency is a company dedicated to bootstrapping and scaling DTC brands from the ground up. We're proud to own the largest period underwear brand in France and several other 8-figure brands worldwide. Our mission is to positively impact every market we enter, from skincare to feminine hygiene, while fostering a merit-based, innovative work culture. About the role: We are seeking an experienced and motivated Customer Support Lead to lead our customer experience initiatives. If you're passionate about delivering exceptional customer experiences while optimizing operations for efficiency, we'd love to hear from you! This role is a Full-Time remote position. We are looking for a Customer Support Lead with these requirements:

• Excellent written and verbal communication skills in English and French
• 3+ years in a senior customer service role, including 2+ years in team leadership
• Proven ability to design, implement, and refine workflows
• Experience in coaching teams, setting and monitoring KPIs (CSAT, NPS, resolution time), and reporting to leadership
• Proficiency with tools like Excel, Google Sheets, and customer service platforms (Zendesk, Gorgias, etc.)
• Familiarity with platforms like Shopify and WooCommerce, and managing support across email, social media, live chat, and phone
• Experience in scaling customer service teams for high-growth companies
• Skilled in handling escalations and managing crises effectively, comfortable working in a fast-paced e-commerce environment
• A passion for fostering loyalty and delivering exceptional experiences

Your responsibilities will include (but are not limited to):

• Oversee, coach, and grow the customer service team to maintain high performance
• Optimize workflows, manage KPIs, and ensure timely ticket resolution
• Deliver exceptional support across multiple channels, enhancing loyalty and satisfaction
• Implement innovative tools and practices to scale operations efficiently
• Work with cross-functional teams and present performance insights to leadership

Growth Opportunities/Perks:

• Quarterly performance bonuses for top employees
• Flexible schedule with up to 21 days off annually
• Opportunities for salary growth based on performance and company success

This Position Is Perfect For You If... You're Customer-Focused and Empathetic. You genuinely care about understanding and meeting customer needs. You handle issues with empathy, professionalism, and a solutions-oriented mindset, ensuring every customer interaction leaves a positive impression. You're an Organized Problem Solver. You excel at identifying inefficiencies, streamlining workflows, and implementing creative, data-driven solutions. Your structured and detail-oriented approach ensures consistent delivery of high-quality results. You're a Clear and Effective Communicator. You possess exceptional written and verbal communication skills, able to articulate complex ideas clearly and concisely. You collaborate effectively with customers, teammates, and leadership, fostering transparency and alignment. You're a Team Leader and Player. You thrive in collaborative environments, building strong relationships with team members and motivating them to excel. At the same time, you lead by example, taking initiative and responsibility for outcomes. You're Adaptable and Growth-Oriented. You embrace change, thrive in dynamic environments, and are always looking for ways to improve processes and deliver exceptional results. Your curiosity and drive push you to learn and grow continuously. Our hiring process is made up of four parts, so please be aware that you will need to dedicate time for a questionnaire, a video, and two 1-on-1 interviews. Thank you for taking the time to consider this position. I look forward to hearing from you soon!