Head of Customer Support Manager

We run one of the fastest growing online shops in the cannabinoid and lifestyle space, shipping across Europe. Our customer support team in Pilsen, 10 people, keeps thousands of customers happy every week. We are looking for someone to lead them.

The role

You own customer support end to end. You manage the team, keep response quality high across markets, and make sure our AI support tool (Commslayer) does the heavy lifting so the team can focus on the cases that actually need a human. You also manage our B2B account managers and keep that side running smoothly.

This is a hands on lead role, not a desk only manager. You are in the queue, in the data, and in the team's corner.

What you'll do

Lead, coach, and schedule a 10 person support team
Own response times, CSAT, and resolution quality across all markets
Spot recurring issues and push the fixes back to product, ops, and logistics
Manage the B2B account managers and keep B2B support running
Report the numbers that matter to leadership, every week

What you bring

Fluent Czech and English, spoken and written. This one is non negotiable
Experience leading a support or operations team, ideally in e-commerce
Comfortable with helpdesk and AI support tools, and fast to pick up new ones
You dig into new topics on your own instead of waiting to be briefed
Calm under volume, clear communicator, fair with the team

Nice to have

German or another EU language
Background in high volume DTC or marketplace support
Experience with Shopify

What we offer

A real team to lead, not a role you build from zero
Onboarding process to learn everything - also a chance to improve current set ups and ways of working
Modern tooling and the freedom to improve any processes
Salary: base + KPI according to sales
Start date: 15 July

Based in Pilsen, full time in office. HO after probation period possible after discussion