We're Eyr Holistic, a fast-growing nine-figure Nordic ecommerce group in natural wellness and beauty, home to Frøya Organics, Norse Organics, Primal Viking and Arctic Goddess. We are vertically integrated from the ground up, from the farmers and harvesters who grow and collect our Arctic herbs all the way to the customer's door. One integrated company, one team spread across the world, owning quality and story at every step.
About the job
As our Customer Support Team Lead, you are the guardian of our customers’ experience and the mentor of our front-line heroes. Your mission is to lead a high-performing, international team to ensure every customer interaction is as refreshing as our scents. You won’t just manage tickets; you will drive excellence through data, empathy, and strategic leadership.
What You’ll Do
- Lead & Mentor: Oversee and inspire a diverse, international support team, fostering a culture of empathy and continuous improvement.
- Monitor Performance: Track and analyze key metrics and KPIs (CSAT, FRT, Resolution Rate) to ensure the highest standards of service.
- Operational Excellence: Supervise daily workflows across email, chat, and social media, ensuring the team meets its goals efficiently.
- Strategic Insights: Identify recurring trends and pain points, providing actionable feedback to internal teams to enhance the overall customer journey.
- Problem Solving: Act as a point of escalation for complex customer challenges, resolving them with care and professional judgment.
- Process Optimization: Collaborate with leadership to refine support processes and implement tools that scale with our growth.
What We’re Looking For
- Proven Leadership: Experience leading or supervising customer support teams, ideally in a remote, e-commerce, or wellness environment.
- Data-Driven Mindset: Strong ability to interpret metrics and KPIs to drive team performance.
- International Experience: Comfortable managing multicultural teams across different time zones.
- Communication Mastery: Excellent command of English (written and spoken) with a talent for coaching others.
- Proactive Attitude: A natural problem-solver who takes initiative and thrives in a fast-paced, remote-first setting.
Why Join Eyr Holistic
- Be part of a company that has already helped 250,000+ customers across Europe and beyond.
- Enjoy the freedom of a remote-first culture, empowering you to build your ideal work-life balance.
- Join a fast-growing, mission-driven team that values initiative, creativity, and professional growth.
- Lead a global effort in spreading wellness and mindfulness worldwide.
🤔 Questions? Email talent@eyrholistic.com