Support Manager

Create CVLoginCV viewSupport ManagerNegotiableRussiaFullRemoteWork experience4 years 6 monthsLast work experienceSparkle GmbHCustomer Care Assistant4 years 6 monthsContactsAboutAboutCustomer Support & Care Specialist with strong e-commerce and operational experience, supporting international customers across multiple platforms and channels. I combine strong customer communication skills with an analytical and structured approach to problem-solving, and I’m particularly comfortable investigating complex issues coordinating with different teams. I’m highly detail-oriented, patient and curious, and I tend to look beyond the immediate problem to understand its underlying cause and find a practical solution. In my current role, I have maintained customer satisfaction at the highest level, contributed to improving a marketplace client happiness rating, supported customer service across several marketplaces simultaneously and taken increasing ownership of improving internal guidance and processes. I’m interested in further developing my expertise in Customer Support and Care, with the longer-term potential to grow toward coordination-focused opportunities within international, remote teams.Affiliate experience No data availableWork experience4 years 6 monthsFebruary 2022 - July 2026(4 years 6 months)Sparkle GmbHCustomer Care Assistant1) 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 colleaguesSkillsКлиентская поддержкаРабота с клиентамиРешение проблемРабота с жалобамиРабота с международными клиентамиE-commerceРабота с маркетплейсамиExcel / Google SheetsБыстрое обучениеВнимание к деталямОптимизация процессовCustomer FocusTrelloAnalytical ThinkingSystems ThinkingLanguage proficiencyProfessional EnglishProfessional GermanEmploymentEmploymentFull, Part-timeWork formatRemoteWork scheduleFlexible, 5/2RelocationPossibleBusiness tripsBusiness trips possibleArbiHunterAbout the companyPublic APIMedia KitNEWSupportTerms of ServicePrivacy PolicyMoreSearch for employeesPublish a vacancyMobile appFor all questions@arbihunter_support© 2026 All rights reservedPrivacy Policy