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

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