Vacant job

Customer Service Manager with e-commerce experience in circular fashion

About A Retro Tale

A Retro Tale was founded in 2017 and has grown to become the leading online retailer of pre-owned luxury goods in the Nordics. We are now embarking on an exciting growth journey and implementing several new digital solutions. Our goal? To become Europe's foremost platform for pre-loved luxury.

We are now looking for someone who wants to help us write vintage history – this time in the role of Customer Service Manager. Are you a solution-oriented person with a knack for customer interaction and experience in e-commerce? Then this could be your next challenge!

About the position:

As Customer Service Manager, you are the spider in the web when it comes to our customer relationships. You are responsible for ensuring a high level of service, quick responses, and a professional approach across all our channels – email, phone, social media, and chat. You will also help further develop our routines, systems, and processes within customer service.

You will:

• Be responsible for daily customer service operations and ensure fast and quality customer support.
• Create and implement routines for customer communication.
• Prepare reports and track KPIs related to customer satisfaction.
• Work closely with teams in e-commerce, logistics, and marketing to optimize the customer journey.
• Identify recurring questions and develop FAQs, processes, and internal workflows.
• Be involved in handling any complaints, returns, and refunds.

We are looking for someone who...

• Is a solution-oriented and communicative person with a genuine interest in people.
• Has experience in customer service, preferably in e-commerce.
• Has good structure and enjoys building effective routines.
• Can express yourself professionally in writing and speech – both in Swedish and English.
• Has experience working with customer service systems and is familiar with various digital platforms.
• Ideally has experience from a startup or fast-growing company.
• Has an interest in fashion and sustainable consumption – preferably with a sense for brands and style.

Meritorious:

• Experience with systems like Centra, Zendesk, or similar.
• Previous responsibility for a team or experience in training others in customer communication.
• Basic knowledge of return and complaint handling in e-commerce flows.

What do we offer?

We offer you a dynamic and growing workplace with an international touch and a strong sustainability profile. With us, you will have the chance to influence, grow, and develop in a tight-knit team where we work closely together with high engagement. You will report to the Operations Manager and have support from the management team in your daily work.

Does the role and workplace sound interesting?

Warm welcome to send your CV and cover letter to

alice@aretrotale.com

If you have any questions about the role or similar, feel free to email Alice

Please submit your application today as selection and interviews are ongoing and the position may be filled before the application deadline.