Customer Care Manager

At Vilgain, we are on a mission to change how people think about food. We create high-quality, minimally processed products with clean ingredients and build a brand that customers can genuinely trust.

As we continue growing across Europe, the UK and the US, Customer Care is becoming one of the most important parts of how people experience Vilgain. A great product is not enough if the customer experience around it is slow, unclear or inconsistent. That’s why we are looking for a Customer Care Manager who will take full ownership of our customer support function and build it into a scalable, high-performing, multi-market team.

Your mission will be to make sure every Vilgain customer receives fast, clear, helpful and human support, across every market, channel and situation.

You will lead the Customer Care team, set clear service standards, improve processes, build scalable workflows and make sure the team works with ownership, quality and consistency. You will not only manage tickets and response times. You will identify recurring customer issues, connect the dots across teams and help us solve problems at the root cause level.

This role is for someone who can combine customer empathy with operational discipline. Someone who cares deeply about service quality, but also knows how to manage capacity, performance, priorities and business reality.

• You will lead and develop the Customer Care team across markets and make sure our communication across email, chat and phone is fast, clear, friendly and aligned with the Vilgain brand.

• You will own Customer Care performance, including response times, resolution quality, backlog, escalation flow, customer satisfaction and team productivity. You will set clear expectations, coach the team, give feedback and build accountability.

• You will improve processes around order questions, delivery issues, returns, refunds, complaints, payment questions, product inquiries and escalations. You will also build and maintain templates, internal guidelines and knowledge base materials that help the team work faster and more consistently.

• A key part of your role will be close cooperation with logistics, warehouse, finance, product, quality and market teams. When customers repeatedly report the same issue, your job will not be just to answer them. Your job will be to make sure the issue is visible, understood and solved properly.

• You will also hire, onboard and develop new Customer Care team members as Vilgain grows internationally.

• We are looking for someone with at least 5 years of experience in customer care, customer support, customer experience or e-commerce operations, ideally from a fast-growing e-commerce, retail, FMCG or logistics-heavy business.

• You should have previous experience leading a customer care or customer support team. This is important. We do not need only a strong individual contributor who is great with customers. We need someone who can build standards, manage performance, develop people and scale the function.

• You should be strong in written and verbal Czech and English, structured in communication and confident in working with metrics such as first response time, resolution time, CSAT, ticket volume, backlog and recurring issue trends. Czech is an advantage, especially for internal collaboration in Prague.

• We are looking for someone calm under pressure, highly organized, hands-on and naturally ownership-driven. You should be able to stay close to daily customer reality while also improving the bigger system around it.

• You will be a strong fit if you care about customers, but you do not confuse customer care with simply saying yes to everything. The right person will know how to protect customer trust while also keeping processes scalable and commercially reasonable.