Market Lead E-commerce Customer Service & Client Success

Ready to step into a Market Lead role during the rise of AI in E-commerce?

AI is transforming how e-commerce brands handle direct-to-consumer e-commerce across borders, and MakesYouLocal is at the front of that shift. We combine the best AI tools with the best people, so our clients get a fully localised and professional webshop, native customer support and our structured feedback on how to improve their customer journey.

We're looking for a Market Lead who gets this. Someone who understands that AI handles the volume, and your team handles everything that matters most.

The role - ownership with real impact

Customer service is at the core of what we do. This is where plans meet people, but it isn't a traditional customer service management job. It's a leadership role at the intersection of AI-powered operations and human expertise. You'll lead an International team, keep clients happy, and ensure we hit the mark every day. You'll report to the Head of Client Success and have a real seat at the table in shaping how we work.

Your experience from the "old world" of e-commerce and customer service is exactly what we need. You know what great looks like. Now you'll help us build it, faster and smarter, with AI as the engine.

Here's what you'll be doing

• Leading a team of Client Specialists and E-commerce assistants, setting expectations, running 1-1s, coaching, and making sure the right skills and capacity are in place

• Monitoring AI performance across your client accounts and working with your team to maintain quality on both AI-handled and human-handled interactions

• Acting as the senior escalation point for clients, building strong relationships and identifying growth opportunities

• Reporting to the Head of Client Success on team performance, client health, AI quality, and market developments, and flagging risks early

What we're looking for

You've been close to e-commerce operations, you understand what good client relationships look like, and you're ready to take on a leadership role.

You

• Have at least 12 months of experience as a Client Specialist, E-commerce Manager, Customer Service Manager or equivalent experience in a similar role elsewhere

• Are comfortable working with AI tools and using data to assess and improve quality

• Have proven experience managing client relationships independently

• Know how to develop people & build a team others want to be part of

• Communicate clearly and confidently in English, written and spoken

What it's like working with us

We take our work seriously, but not ourselves. You'll join a fun, informal team where people support each other, celebrate wins, and make room for growth. Friday drinks , office laughs, and social hangouts are part of the package.

What you'll get

• Full onboarding in our tools and ways of working

• A role with real responsibility and visible impact

• Career growth support (1-1s, development plans)

• Profit-sharing, because your results matter

• Lunch perks and fully paid parental leave

• A spot in our Social Club, expect parties, game nights, and good vibes

Location: Copenhagen, Denmark

Type: Full-time

Ready to step up?

Send us your application and CV. We look forward to meeting you ✨

About MakesYouLocal

Founded in Copenhagen in 2010, MakesYouLocal helps webshops expand into new markets and succeed once they're there. We combine strategic guidance with local knowledge and hands-on support, enabling our clients to grow with confidence in new markets.

What makes us different? Our native teams . With close to 100 e-commerce experts based in Copenhagen, Vilnius, and Brno, we bring cultural insight, localisation skills, and customer service to the table, all in the local language. We've helped more than 400 webshops go cross-border, and we're just getting started.

From the first strategic decisions to daily webshop management and customer service, we're with our clients every step of the way, making international growth feel a little more local ✨

We value diversity

MakesYouLocal is proud to be an equal opportunity employer. We hire based on skills, potential and passion, no matter your background, gender identity, religion, age, or orientation. If you're excited about this role but not sure if you tick every box, we'd still love to hear from you