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

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