eCommerce Customer Service Manager

About Us:

We are a growing eCommerce business, and we plan on building multiple brands as this is our passion. As our business expands, we are looking for a dedicated and experienced Customer Support Manager to join our team for the long term. This role comes with tons of growth opportunities as you’ll be able to shape and lead our customer service department.

Key Responsibilities:

Basic Tasks:

Respond to customer emails promptly and professionally.

Monitor and manage >>Facebook comments and customer inquiries.

Handle chargebacks and PayPal disputes efficiently. (we have a software that handles this, so you will need to just make sure things are running smoothly with disputes)

Calculate daily profit and loss (P&L) to keep track of performance.

Review and verify weekly bills sent by suppliers.

Advanced Tasks:

Build and implement customer support systems and scripted best fitting for the brand (e.g., SOPs, Zendesk).

Track and report on key support metrics. (response time, resolutions time, customer ticket rate, refund request rate, refund rate, etc)

Manage and improve our TrustPilot profile. (When needed)

Develop a comprehensive help center for customers.

Handle and resolve complex return requests.

Collaborate on product quality improvements based on customer feedback.

Recruit and train customer support agents as the team grows.

What We’re Looking For:

Experience in managing customer service operations (email, social media, disputes).

Strong problem-solving skills, especially with chargebacks and returns.

Familiarity with customer service platforms (e.g., Zendesk) and building support systems.

Ability to create and refine Standard Operating Procedures (SOPs).

Experience with performance metrics, reports, and Trustpilot is a plus.

Leadership qualities and the ability to scale a team.

Excellent communication and organizational skills.

Strong attention to detail.

Why Join Us?

Long-term position with stability and growth potential.

Opportunity to shape the customer service department and team.

Work remotely with flexibility.

If you’re ready to take on a leadership role and be part of a dynamic team, we’d love to hear from you! Apply today to join us on this exciting journey. Also, make sure your first message is blue, if not you won't be considered for this role. I'm looking forward to connecting.