E-Commerce Customer Service Manager

Customer Service Manager
Remote | Full-Time | E-Commerce

About the Role
We are looking for an experienced Customer Service Manager who has led and managed a team of CS reps before. This is not an entry-level role. You must have a proven track record of running a CS team, keeping performance high, and owning the operation end-to-end.

If you have never managed other CS reps, please do not apply.

Responsibilities
- Lead and manage a team of customer service reps day-to-day
- Handle escalated customer tickets (email, chat) when needed
- Manage order issues: delays, refunds, disputes, and supplier follow-ups
- Track and report on CS metrics weekly (response time, resolution rate, CSAT)
- Build and maintain response templates, SOPs, and team workflows
- Hold reps accountable to quality and speed standards
- Identify recurring problems and fix them at the root

Requirements
- MUST have experience managing a team of CS reps (non-negotiable)
- 3+ years in customer service, with at least 1 year in a management or team lead role
- Hands-on experience with Shopify, including processing refunds and managing orders
- Proven ability to handle high-volume ticket environments
- Strong leadership skills: you can coach, give feedback, and keep a team on track
- Excellent written English (clear, warm, and direct)
- Highly organized, reliable, and self-sufficient

Nice to Have
- Experience with supplier communication (AliExpress, USAdrop, etc.)
- Familiarity with Meta or TikTok ad dispute handling

What We Offer
- Fully remote, flexible schedule
- Stable long-term role with growth potential
- Performance bonuses tied to CS metrics

To apply, please fill in our application form before reaching out:
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Only applicants who complete the form will be considered.