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Job Post Details

Customer Support Manager – Fashion & Streetwear Industry - job post

GUAPI LLC
Milano, Lombardia

Dettagli offerta di lavoro

Tipo di contratto

  • Tempo pieno

Località

Milano, Lombardia

Descrizione completa della posizione

Customer Support Manager – Fashion & Streetwear Industry
Location: Milan, Italy

About GUAPI

Launched in 2017, GUAPI has become a force in the luxury streetwear scene—celebrated for bold designs, premium quality, and a commitment to pushing fashion boundaries. With an ever-growing global fanbase, we deliver innovative collections that blend street culture and high-end fashion. We're fast-moving, quality-driven, and always forward-thinking.

The Role: Customer Support Manager

We’re looking for a Customer Service Manager who knows what it takes to lead a high-performing support team in a fast-paced, fashion-forward environment. You’ll manage the full customer experience—from online store shoppers to wholesale partners.

This is a hands-on leadership role that blends people management, logistics coordination, and tech-savviness. You’ll work closely with the Operations Director to elevate the support experience and keep operations running smoothly.

What You’ll Do

  • Lead day-to-day customer support operations across email, chat, and social media
  • Own order management, returns, and customer inquiries via Shopify
  • Collaborate with logistics and warehouse teams to ensure smooth fulfillment
  • Manage wholesale customer service with prompt and professional communication
  • Oversee CRM tasks using Zoho (or similar tools) to keep customer data organized
  • Assist with hiring, onboarding, and training of new support team members
  • Handle scheduling, performance check-ins, and basic HR documentation
  • Track and analyze support metrics to improve processes and customer satisfaction
  • Partner directly with the Operations Director on process improvements and team development.

What You Bring

  • 5+ years of experience in a customer service leadership role—fashion or ecommerce industry strongly preferred
  • Proficiency in Shopify, with solid experience in logistics and fulfillment
  • Familiarity with wholesale accounts and B2B service
  • Strong skills in Zoho CRM; experience with Gorgias, Zendesk, or Freshdesk is a plus
  • Excellent written and verbal communication
  • You’re self-motivated, organized, and not afraid to roll up your sleeves
  • Experience supporting HR functions (recruitment, training, evaluations)
  • Adaptable and able to manage multiple priorities in a dynamic environment

Why Join GUAPI?

You’ll be part of a passionate, creative team shaping the future of luxury streetwear. If you’re someone who values quality, speed, and customer obsession—we’d love to meet you.

How to Apply

Please send your resume and a brief introduction to careers@guapi.ch

Job Type: Full-time

Application Question(s):

  • Do you have at least 5 years of experience leading a customer support team in the fashion or e-commerce industry?
  • How would you describe your proficiency with Shopify for managing orders and customer interactions?
  • How many years of experience do you have using CRM tools like Zoho, Zendesk, or Gorgias?
  • Do you have hands-on experience supporting wholesale/B2B, D2C customers?
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