About BLOSSHOLM

BLOSSHOLM is a Danish design brand based in Copenhagen. We make portable marble lamps, asymmetrical mirrors, and objects for the home. We sell directly to our customers across Main Market Europe and the US. We operate as a small team, and we take pride in our customer service quality and providing a great buying experience for customers. Support has grown alongside the brand, and it has reached the point where it BLOSSHOLM requires someone with experience at scale to own this area. THE ROLE

You'll lead our customer support team and own the systems behind it. You'll handle escalations, build the processes, and make sure every customer interaction reflects the brand. This is a hands-on leadership role. You work tickets, and you build the team that works them. RESPONSIBILITIES

Manage day-to-day ticket handling and escalations Build and improve support systems and workflows Design and optimise our returns portal, with clear KPIs Lead, coach, and grow the support team Coordinate closely with Operations on order and delivery issues Own customer satisfaction as a core metric Own our Trustpilot score as a KPI - actively manage and improve it Report on support metrics to leadership Scale the function as the company grows WHAT WE ARE LOOKING FOR

Essential's For this Role

Experience leading customer support in an e-commerce D2C brand. We need someone who already understands how a consumer brand's support function works.



A track record running support for an operation handling a minimum of 300+ orders per day. You should be comfortable with the volume, and with what breaks at that volume. Strong grasp of ticketing systems and support tooling (Freshdesk or similar) Comfortable owning KPIs and being measured on them Experience with Shopify Nice to have:

Danish, German, or another European language Exposure to returns, logistics, or fulfilment processes AS AN INDIVIDUAL:

We're looking for someone structured and calm - the person who steps in when a delivery has gone wrong, a customer is upset, and it needs to be handled well. Someone who thinks in systems and optimising for efficency You should be good with people in both directions: patient with customers, and genuinely interested in coaching a team rather than just managing one.

Our customers spend real money on objects they'll live with for years, and how we treat them when something goes wrong matters as much as the product itself. You should also be a builder. Some of the processes you'll need don't exist yet.

GROWTH & LONG TERM

We're growing, and we expect the volume this role handles to increase. We would like to hire someone who can grow into the larger version of this role than replace the role as we go. We're hiring for the long term. This isn't a gap-filler while we work out what we need. If you're looking for a place to build something and stay with it, that's the fit we're after. SUMMARY:

Ownership of a growing function at a growing brand

📌 Customer Support Team Lead (Madrid)
🏢 BLOSSHOLM
📍 Madrid