Customer Service Manager

About the Role

We are looking for an experienced Customer Service Manager to take full ownership of our customer experience strategy and operations. This role is ideal for someone who thrives in a fast-paced, high-growth environment, enjoys solving complex challenges, and can build scalable service operations from the ground up.

Responsibilities

Develop and lead the Customer Service department, establishing clear processes and best practices.

Optimize and manage HubSpot CRM, creating automated workflows and improving efficiency.

Improve response times and service quality to enhance customer satisfaction.

Integrate and optimize multichannel support (HubSpot, WhatsApp, Email) to create a seamless customer experience.

Collaborate with E-commerce and Logistics teams to ensure smooth customer journeys from pre-sale inquiries to post-sale support.

Gain an in-depth understanding of our technical product range to provide accurate support.

Define, track, and improve key customer service KPIs, including response time, resolution rate, and satisfaction scores.

Proactively handle customer concerns and mitigate negative reviews through effective communication and issue resolution.

Build and scale a high-performance support team, recruiting and training new members as the company grows.

Who You Are

Experience & Background

3 years of experience in Customer Service management, preferably in eCommerce, marketplaces, or retail.

Strong knowledge of CRM platforms (HubSpot preferred, but experience with Zendesk, Salesforce, Freshdesk is also valuable).

Experience in omnichannel customer support (email, chat, WhatsApp, etc) and workflow automation.

Understanding of eCommerce logistics, shipping, and post-sales processes.

Key Skills & Traits

Proficiency in CRM tools, particularly HubSpot or similar platforms.

Process-driven mindset with experience in structuring and optimizing workflows.

Strong problem-solving and analytical skills with a data-driven approach.

Excellent communication skills, with the ability to coordinate across multiple teams.

Proactive, independent, and results-oriented, capable of making strategic decisions.

What We Offer

Opportunity to build and lead a key department in a growing startup.

Career growth potential with the ability to shape our customer service strategy.

A dynamic, entrepreneurial environment where your work has a direct impact.

Support for professional development, including CRM automation and advanced customer service training.

What Makes This Role Unique

Fair compensation :

We believe in fair pay, and this role includes an attractive performance-based bonus structure.

Strategic seat at the table

: you’ll work directly with the CEO and CRO as we scale Wolfiek into a global, trusted brand.

Ownership

: no bureaucracy, no bloated org — you’re building the finance engine

Mission

: help bring safety, craftsmanship, and credibility to a niche but growing industry

If you’re eager to be part of our growth journey and have the skills for warehouse logistics management, we invite you to apply. Embrace the opportunity to contribute to our company’s success while deepening your understanding of supply chain and e-commerce operations.

About Wolfiek

Wolfiek

is the go-to authority for premium airguns and accessories in Europe. We operate multiple specialized storefronts and are building a unified DTC platform and product line under the Wolfiek Group umbrella

With ambitions to become the most trusted and complete destination for airgun enthusiasts worldwide, we combine expert curation, tight community connection, and high-quality gear with personalized service. We're headquartered in Barcelona, with customers across Europe and plans to expand to the US in 2026.

As we continue to scale, we are building a structured, high-performing Customer Service team. This is where you come in.