We are looking for a Customer Service Manager who is equally at home leading a team as they are in the daily operation itself. This is a hands-on role at the heart of the Goldbergh customer experience one that
requires both strategic thinking and a genuine willingness to roll up your sleeves.

As the bridge between our e-commerce team and our end customer, you will play a central role in shaping the quality and consistency of our service across all markets. Goldbergh is a luxury brand, and that standard extends to every customer interaction. World-class service is not an aspiration here it is the expectation.

There is significant opportunity in this role for someone who thrives on improvement. From reducing return rates and unlocking the potential of customer data, to optimising our AI tooling and strengthening collaboration with our external warehouse partner in the US the challenges are real, the impact is direct, and the space to make this role your own is genuinely there.

Role & Responsibilities

• Lead and manage the Customer Service while remaining actively involved in the day-to-day operation as a hands-on team member.
• Act as the key link between the e-commerce department and the end customer, translating customer insights into actionable improvements across the business.
• Drive a structural reduction in return rates by analysing customer data, identifying root causes and collaborating closely with e-commerce and production teams to address them.
• Manage and develop the relationship with our external warehouse partner in the US, navigating the specific demands of the American market with a tailored approach.
• Optimise the current setup of our AI customer service tooling, identifying opportunities to improve efficiency, quality and customer satisfaction.
• Define, track and report on key performance indicators, using data to continuously raise the bar on service quality and operational performance.
• Represent the voice of the customer internally, ensuring that feedback from the front line informs decisions across marketing, product and e-commerce.
• Build a team culture that reflects the Goldbergh standard professional, solution-oriented and genuinely customer-first.

What You Bring

• At least 2 years of experience in an international customer service or customer care environment, preferably within a premium or e-commerce brand.
• A data-driven mindset with the ability to translate customer behaviour and operational metrics into meaningful improvements.
• Strong organisational skills and the ability to manage multiple priorities with clarity and precision.
• Excellent communication skills and the cultural sensitivity to work effectively with customers and colleagues across different countries and backgrounds.
• Experience working with AI-driven customer service tools or a clear appetite to develop expertise in this area.
• A commercial instinct and an understanding of how customer service contributes to brand loyalty, retention and overall business performance.
• Fluency in English is essential; additional languages are a strong advantage given our international customer base.
• A proactive, hands-on attitude you identify what needs to be done and take ownership without waiting to be asked.

What Goldbergh Offers

• A creative and dynamic environment within a fast-growing leader in luxury ski and après-ski brands, where sport and fashion come together.
• A role with real scope the opportunity to shape the customer service strategy, build the team culture and make a visible impact on the business.
• A culture that values talent, initiative and personal growth.
• Collaboration with enthusiastic and driven colleagues who share a passion for the brand.
• The freedom to define your own approach to improving KPIs and elevating the Goldbergh customer experience to a world-class standard.

Who we are:
We design luxury ski and sportswear for women who love life, embrace their own style and demand the very best. Our mission is to inspire women to embrace both their style and strength — before, during and after their sports activities. With our focus on high-end design and exceptional performance, Goldbergh offers a unique and inspiring environment where sport, fashion and creativity meet.

Does this sound like your next step?

Send your motivation letter and CV to careers@goldbergh.com