Head of Customer Support

 We’re Hiring a Head of Customer Support! | Morocco (Remote) 

Blogmerce HQ is looking for an experienced and strategic Head of Customer Support to  lead and scale our support operations across multiple e-commerce brands. In this role,  you will oversee our support team, optimize workflows, ensure excellent customer  experiences, and drive continuous improvement across all channels. 

✨ To apply, please fill out the form — the link is at the end of this post. Applications sent without the form will not be considered. 

What You’ll Do 

• Lead and manage the customer support team across email, live chat, and social  channels. 

• Train agents and maintain high service-quality standards. 

• Handle escalations and ensure customer satisfaction. 

• Reduce refund and complaint rates through proactive improvements. • Manage and optimize the AI live chat assistant. 

• Provide feedback to logistics and manufacturing teams based on recurring  customer issues. 

• Build SOPs, refund policies, and internal support documentation. • Track key support KPIs and ensure fast response/resolution times. • Optimize processes using tools like Shopify, Gorgias, Zendesk, and other support  platforms. 

What We’re Looking For 

• Strong experience managing customer support teams in e-commerce. • Advanced knowledge of Shopify support environments and tools such as Gorgias or  Zendesk. 

• Proven leadership and team management skills. 

• Excellent communication skills in English and French. 

• Ability to handle escalation cases with professionalism, calm, and empathy. • Analytical mindset with the ability to interpret support KPIs and propose  improvements.

• Strong problem-solving skills and the ability to create clear, scalable processes. • Customer-first mindset and the ability to turn negative experiences into positive  outcomes. 

✨Nice to Have 

• Familiarity with time and project management tools such as Hubstaff,  Monday.com, Slack, or similar platforms is a plus. 

What We Offer 

• Full-time remote role 

• Work across multiple fast-growing e-commerce brands 

• Leadership role with high impact and ownership 

• Growth opportunities as the company scales 

• Competitive salary (based on experience) 

If you’re a leader who thrives in a fast-paced e-commerce environment and knows how to  build world-class support systems — we’d love to hear from you. 

 Apply here: 

https://docs.google.com/forms/d/e/1FAIpQLSe6bNAwEzLj4NxscUvt1zoajpKDgbLdPoet6xnVbyxZzS3OAw/viewform?usp=header 

N.B. Only shortlisted candidates will be contacted for the interview phase