Support Manager

1) Responsibilities * Providing customer support via email, marketplace messaging and website enquiries, with additional experience handling customer enquiries through social media * Supporting customers across Etsy, Otto, Zalando and the company website throughout the full customer journey * Handling a wide range of customer requests, including complaints, returns and refunds, warranty and damaged-product cases, payment issues, personalization requests, product recommendations, order and inventory enquiries, and occasional B2B/wholesale requests * Monitoring and investigating customer orders and resolving order-related issues * Investigating shipping and delivery issues and coordinating with both logistics teams and carriers * Communicating with marketplace support teams and external service providers to resolve complex cases * Managing product- and listing-related issues, initially identifying and reporting problems and later independently editing product information and listings * Working with Shopify, Billbee, carrier websites, Excel/Google Sheets and Trello as part of daily customer care and operational processes * Maintaining and improving internal knowledge and documentation in Slab, including creating and updating procedures, identifying information gaps and restructuring existing content for easier access and use 2) Achievements * Consistently maintained customer satisfaction one of the highest levels * Contributed to improving a marketplace customer satisfaction rating from 4.94 to 5.00 * Took increasing ownership of the team's internal knowledge base and process documentation, improving its structure, identifying missing information and developing clearer guidance for colleagues