About BLOSSHOLMBLOSSHOLM 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 ROLEYou'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.RESPONSIBILITIESManage day-to-day ticket handling and escalationsBuild and improve support systems and workflowsDesign and optimise our returns portal, with clear KPIsLead, coach,



and grow the support teamCoordinate closely with Operations on order and delivery issuesOwn customer satisfaction as a core metricOwn our Trustpilot score as a KPI - actively manage and improve itReport on support metrics to leadershipScale the function as the company growsWHAT WE ARE LOOKING FOREssential'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 themExperience with ShopifyNice to have:Danish, German, or another European languageExposure to returns, logistics, or fulfilment processesAS AN INDIVIDUAL:We're looking for someone structured and calm - the person who steps in when a delivery has gone wrong, a customer is upse

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