Customer Service Manager (E-Commerce) – Work from Home / Dayshift

Required Qualifications

• Minimum 5+ years’ experience in customer service, customer support operations, e-commerce support, DTC retail, online retail, or a similar customer-facing role.
• Strong hands-on experience with Gorgias or a comparable helpdesk platform, including workflows, macros, automation, reporting, and ticket management.
• Solid working knowledge of Shopify, including orders, refunds, exchanges, chargebacks, customer records, and related app integrations.
• Experience coordinating with 3PL providers, fulfilment partners, warehouse teams, or logistics stakeholders to resolve customer order and delivery issues.
• Practical understanding of inventory management processes, including stock availability, backorders, fulfilment timelines, and customer-facing updates.
• Strong Excel skills, with the ability to build reports, track KPIs, monitor trends, and identify service or operational issues.
• Experience managing customer support activity across multiple regions, markets, or time zones is highly regarded.
• Excellent written communication skills, with a customer-first tone and strong ability to resolve issues clearly and professionally.
• Strong organisational skills, with the ability to manage competing priorities, high-volume tickets, operational issues, and fast-moving customer needs.
• Experience maintaining help centre content, FAQs, support templates, internal process notes, or customer service documentation.
• Experience identifying recurring customer pain points and working with internal teams to improve processes, reduce ticket volume, and improve customer experience.
• Experience managing or mentoring a small customer service team is highly regarded.
• Experience in health, wellness, supplements, consumer products, or fast-growing e-commerce brands is advantageous.
• Familiarity with additional e-commerce tools such as Klaviyo, Loop Returns, ShipStation, or similar platforms is advantageous.
• Hands-on, proactive, detail-focused, and comfortable taking ownership of customer service operations in a fast-paced e-commerce environment.