Customer Support Manager (English & German)

Skinnify

  • Wigan, Greater Manchester
  • Permanent
  • Full-time
  • 1 day ago
At Skinnify, we’re reinventing fitness by integrating resistance into everyday clothing. In just two years, we’ve grown from 0 to 120,000+ customers – and we’re just getting started.Now, we’re looking for a full-time Customer Support Manager (40 hours/week) to lead and grow our support operations in English and German. You’ll oversee our existing support reps, ensure customer satisfaction, and continuously improve processes so that our support team can scale alongside our rapid growth.Tasks✅ Manage and supervise 2 customer support reps (English & German)
✅ Respond directly to escalated or complex customer issues (via email, chat, etc.)
✅ Hire and onboard new support reps as the team grows
✅ Write and maintain SOPs and support documentation
✅ Monitor support quality, team performance, and ticket handling times
✅ Suggest and implement improvements to tools, workflows, and processes
✅ Ensure smooth day-to-day running of the support functionRequirements✔️ Experience in customer support, ideally in e-commerce or SaaS
✔️ Previous experience managing or leading a support team
✔️ Strong problem-solving skills and ability to de-escalate difficult customer situations
✔️ Excellent written and spoken English & German (we’ll assess this in the video interview rather than just written claims)
✔️ Familiarity with customer support tools (e.g., Zendesk, Gorgias, Freshdesk, Intercom)
✔️ Strong organizational and communication skills
✔️ Ability to balance short-term customer satisfaction with long-term team efficiencyBenefits💡 Why Join Skinnify?
💼 Flexibility – Work remotely from anywhere, full-time (40h/week)
📈 Growth – Join a hyper-growth brand with 120,000+ customers in 2 years
🔥 Impact – Your leadership will directly shape customer happiness and loyalty
🎯 Ownership – Take full responsibility for scaling and improving the support function
🧠 Development – Learn and grow fast alongside a high-performing teamThanks for your interest in Skinnify! Apply via our short form here: .We review applications within 2–3 days. Selected candidates will receive a Hireflix one-way video interview (8 questions, ~15–20 mins). Finalists will be invited to a live interview with the team. We look forward to meeting you!SkinnifyReinventing fitness with resistance clothing that turns every movement into an effective workout.

Skinnify