Customer Service - Manager - Ecommerce

We’re a fast-growing eCommerce company dedicated to delivering exceptional customer experiences across multiple marketplaces, including Amazon, ebay and our direct-to-consumer channels. As we scale, we’re looking for a seasoned Customer Service Manager who understands the intricacies of online retail, thrives in a dynamic environment, and has a proven track record of building and leading high-performing support teams.

What You’ll Do:
Lead and mentor a customer service team of 10+ representatives, setting clear goals, KPIs, and expectations.

Manage day-to-day support operations across Amazon, eCommerce platforms (Shopify/BigCommerce/etc.), and marketplaces.

Develop and implement processes to improve response time, quality of service, and customer satisfaction.

Handle escalated customer issues and collaborate with fulfillment, operations, and marketplace teams to ensure resolution.

Train and onboard new CS reps; build internal knowledge bases and SOPs.

Monitor and respond to Amazon-related metrics (e.g., ODR, voice of customer, A-to-Z claims, etc.) to ensure account health.

Use data to identify trends and proactively solve issues before they escalate.

Support returns, refunds, and other order-related requests across platforms.

Partner with marketing and product teams to relay customer feedback.

Requirements:
3+ years of experience managing a customer service team in an eCommerce environment.

Hands-on experience with Amazon Seller Central and managing customer interactions on the platform.

Proven ability to lead a team of 10 or more CS reps, including remote teams.

Strong organizational, communication, and conflict-resolution skills.

Familiarity with tools like Gorgias, Zendesk, Freshdesk, or similar.

Comfortable working cross-functionally with fulfillment, product, and tech teams.

Analytical mindset – able to read CS metrics, reports, and implement action plans.

Experience creating SOPs and training manuals is a plus.