Customer Service Manager

We are seeking a dedicated and experienced Customer Service Manager to join our growing e-commerce dropshipping team. In this role, you will not only lead and manage a team of customer service agents but also handle day-to-day customer inquiries yourself. We currently receive 100–200 emails per day, and we expect this number to increase as we scale. Therefore, we need someone who can maintain high standards of customer support while overseeing and improving our overall service processes.

As part of your responsibilities, you will also work closely with the team on order fulfillment management to ensure smooth and timely delivery to our customers. We are looking for someone who is committed to the growth of our company and wants to grow with us in the long term.

Key Responsibilities:

Lead, train, and manage a team of customer service agents.

Respond to and resolve daily customer inquiries via email (100–200 emails/day).

Oversee and improve customer service processes, ensuring high levels of customer satisfaction.

Coordinate with the team on order fulfillment management to ensure timely deliveries.

Monitor key performance indicators (KPIs) related to customer service and implement strategies for improvement.

Handle escalated customer issues and complex inquiries.

Provide regular reports and updates on customer service performance to senior management.

Requirements:

Proven experience in customer service, preferably in an e-commerce or dropshipping environment.

Strong leadership skills and experience managing a team.

Excellent written and verbal communication skills in English.

Ability to multitask and thrive in a fast-paced environment.

Detail-oriented with strong organizational skills.

Proficient in order fulfillment processes and e-commerce platforms.

A proactive, solution-oriented mindset and a willingness to take initiative.

Commitment to professional growth and a passion for delivering outstanding customer service.

What We Offer:

Competitive monthly salary (to be discussed based on experience).

Opportunity to work in a fast-growing e-commerce environment.

Room for professional development and career advancement within the company.

Supportive team culture with a focus on continuous improvement.