E-Commerce Customer Support Manager

We are looking for a proactive Shopify Customer Support Manager to work closely with our CEO and Shopify Store Operations Manager to ensure our customer support team for our e-commerce dropshipping businesses runs smoothly. We have a dedicated team of customer support agents and need someone who can create efficient workflows and SOPs to minimize complaints and reduce ticket volume.

If you're organized, detail-oriented, and have experience creating PROVEN and EFFECTIVE customer support workflows and SOPs, we'd love to hear how you can make a real impact on our business!

Responsibilities:
1. Google Sheets Management:
- Manage a Google Sheets file with tabs for Profit and Loss, COGS and Profit Analysis, and Supplier COGS.

2. Slack Management:
- Check Slack messages daily and ensure supplier messages are replied to.
- Invoice Handling: Download supplier invoices (Excel file) from Slack daily, upload them to Google Drive, and paste relevant data into the Supplier COGS sheet tab.
- Product Management: Inform the Product Listing Manager to remove out-of-stock items, adjust prices for unprofitable items, and add missing variations.

3. Customer Support Templates & SOPs:
- Create customer support response templates on Richpanel.
- Develop a complete workflow and refund request SOP using Google Docs, then share the document with the CEO and Store Operations Manager for review.

4. Customer Support Management:
- Review workflows and SOPs with customer support agents.
- Create strategies for handling escalations.
- Post updates in Slack about workflows and SOPs to make sure the customer support agents are aligned.

5. Dispute Management:
- Check disputes daily and ensure timely responses to Shopify and PayPal chargebacks.

6. Google Meet Sessions:
- Attend weekly Google Meet sessions with the CEO, Store Operations Manager, and Product Listing Manager to discuss key issues.

Qualifications:
- Highly skilled in creating VLOOKUP formulas and conditional formatting in Google Sheets.
- Experienced in managing Shopify, including modifying orders, downloading packing slips/invoices, and organizing product collections.
- Experienced in responding to chargebacks.
- Strong experience in handling customer support emails (familiarity with ChatGPT is a plus).
- Quick to learn new tools and platforms with minimal guidance.
- A self-starter with problem-solving capabilities and the ability to stay ahead of tasks.

Availability: 6-8 hours per day, 6 days per week (morning CET). We offer guaranteed pay increases and bonuses when the business reaches specific milestones.

We’re eager to learn about your skills! Answer the following questions and include "E-Commerce Customer Support Manager" in your email subject line.

NOTE: As this is a managerial role, we expect thoughtful, authentic responses. Please avoid using AI tools to generate your answers. We value seeing your authentic thought process and how you approach these tasks on your own.

1. What specific type of data (e.g., sales data, inventory, supplier costs) have you used VLOOKUP for, and how did it help?
2. What tasks can you confidently perform in Shopify and Google Sheets? List all the features you are familiar with.
3. Which e-commerce tools have you taught yourself to use without formal training? How did you learn each tool?
4. Have you created an SOP before? Briefly describe what it was about and how it improved the process in your previous role.
5. Have you managed a team before? If so, what would you say is your best trait/expertise?
6. How would you handle a refund request for an item that is not as described?

Looking forward to receiving your responses!