About Inspiration Commerce Group (ICG)
ICG is a global holding company focused on buying & building digital properties that power frictionless online shopping experiences.
Our portfolio includes leading fashion marketplaces like Italist and Verishop, affiliate marketing platforms like Stylight and MyBestBrands, and B2B technology solutions like Bonsai.
We currently drive over $250 million in annual sales for 3,000+ brands & retailers across 20+ markets and 9 languages. Our remote team works across Canada, USA, UK, Germany, Croatia, Italy, Japan, Tunisia, Philippines and Australia.
About this Role
Millions of shoppers and customers use our websites every year, all trying to find and buy products that they love. As a Customer Operations Manager you’ll be part of the team that helps to ensure those customers have delightful Support experiences — whether they have questions before or after an order, you’ll help to solve their problems quickly and effectively.
What You’ll Do
-
Take the lead on all Escalations, working with both customers and Support Agents to understand the problem they’re facing and action the right solution as quickly as possible
-
Help to build, run and improve scaleable, automated processes that make things easier for everyone
-
Work with our Product and Sales/Marketing teams to support new programs, campaigns, promotions and other exciting projects
-
Partner with our Support Agents to help them level-up, answer questions and do their jobs better
About You
-
You have a solid track record of delivering delightful customer support experiences to customers around the world
-
You have worked in a fast-moving, technology-focused environment where you’ve led projects and process improvements
-
Ownership Mentality: You don’t wait to be told what to do. You see what needs to be done and take accountability, even for tasks that aren’t officially “yours.”
-
Startup Environment: You enjoy the challenge of working in a dynamic environment where things move fast and processes evolve quickly. You are okay with some things being very structured, and others being a little loose.
-
You are fluent in English and comfortable communicating primarily in English with team members around the world.
What we can offer you…
-
An opportunity to learn and grow more than you have in any of your previous roles! We are scaling quickly, and there’s an incredible amount of work to be done on all fronts. We are a lean, scrappy team where everyone wears multiple hats and works closely together. You’ll be able to work on projects and initiatives that interest you and expand your scope.
-
A flexible, remote work environment where you’ll have a lot of freedom and flexibility. We hire adults and treat them like adults.
-
A salary in the €1,250-€2,250 range (gross) + 30 days of vacation per year.
-
The chance to have a meaningful impact on a business and see the results of your work.
What we can’t offer you…
-
Perfect Work/Life Balance. Startups are unpredictable — while we aim for balance, there will be times when evenings or weekends are necessary to keep things moving. We encourage you to manage your schedule and find ways to create balance that works for you.
-
A ton of people and resources. We operate lean and invest thoughtfully. This means you’ll need to get creative and wear multiple hats to get the job done — and we’re still figuring things out as we grow.
Our Process:
-
Applications: we’ll review your application within 72 hours, and you’ll hear from us no matter what. We’re committed to transparency — if we need more time to decide, we’ll let you know. No ghosting.
-
Interviews: you’ll meet with Brett, Karlo and a few other members of our team. Our conversations will be a mix of behavioural questions, deep dives into your experience, and plenty of time for you to ask questions. Each session will last 30-60 minutes over Google Meet.
-
Case Study: we’ll give you a real-world challenge (compensated) to see how you think and approach an operations problem. Afterward, we’ll have a working session to simulate what collaboration feels like at ICG.
-
Offer: this is the fun part — we’ll make an offer and start getting ready for you to join us!
If you have any questions throughout the process, feel free to reach out to Brett. Thank you, and hopefully we talk soon!
|