Customer Support Manager for Shopify Fashion Ecommerce (Part-Time, Long-Term, Remote)

ABOUT THE ROLE

This is a long-term part-time role for an experienced Customer Support Manager. We are not looking for someone for one month. We want someone we can grow with, give more responsibility to, and pay more over time as the team scales.

You will NOT be answering tickets. You will be managing the people who do.

We already have a clear structure in place: written SOPs, proven support funnels, macros, and defined workflows that we continue to optimize. We are NOT hiring you to redesign or rebuild our customer support process. We are hiring you to make sure the structure we have is followed consistently, every day, by every CSR on the team.

Your job is to make sure our customer support team handles every ticket according to the SOPs and macros, our refund rate stays low, and our KPIs stay healthy. You will audit ticket samples daily, track team performance against our SOP, write coaching feedback, and report weekly to the company directors with a clear summary of what is working, what is not, and what needs to change.

You will be managing a team of 3 to 4 CSRs. Part of your role is active two-way communication: coaching and feedback downward to the CSRs when they deviate from SOP, and clear reporting upward to the directors on team performance (FRT, Resolution Time, Refund Rate, SOP compliance) and where the biggest opportunities for improvement sit. You are the link between the team and leadership.

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WHAT YOU WILL DO DAILY (2 to 3 hours per day, 7 days per week)

- Audit a sample of Gorgias tickets handled by our 3 to 4 CSRs against our SOP and macros
- Score CSRs on SOP compliance, tone, refund handling, and escalation judgment
- Write short coaching notes when CSRs deviate from SOP, and follow up to confirm the behavior changed
- Track KPIs: First Response Time (FRT), Resolution Time, Refund Rate, SOP compliance percentage
- Communicate directly with CSRs on performance, corrections, and questions about the workflow
- Run the weekly Risky Products Report process (every Monday before 12:00 PHT), chasing CS and Disputes for input and escalating to the product team
- Send a weekly KPI and insights report to the company directors, highlighting team performance and where the opportunities for improvement sit
- Flag patterns: which products drive refunds, which CSRs need coaching, where the SOP has gaps

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WHAT THIS ROLE IS NOT

- This is not a role to rebuild or redesign the customer support process. The structure, funnels, SOPs, and macros are already in place and working.
- This is not a ticket-handling role. If you are looking for hands-on CSR work, this is not a fit.
- This is not a role for someone who wants to "make exceptions to be nice." We enforce process.

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SCHEDULE. READ THIS BEFORE APPLYING

This role is 7 days a week, 2 to 3 hours per day. Customer support runs every day, so quality oversight runs every day. If you cannot commit to working 7 days a week, please do not apply. We will not make exceptions, and applying anyway only wastes both our time. You can choose your hours within the day, but you must check in 7 days a week.

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WHO YOU ARE

- You have hands-on, provable experience MANAGING a customer support team in ecommerce. Not just doing the work yourself, but auditing others, coaching, and reporting up. Direct CSM experience, OR senior CS team lead experience, OR CS QA / Quality Analyst experience all count (any combination works). Be prepared to show concrete examples in round 2.
- You have used Gorgias before. This is not negotiable for this role.
- You have worked with Shopify ecommerce stores.
- Bonus: experience in fashion ecommerce specifically.
- You are comfortable working with numbers. Pivot tables, percentages, refund rates, KPI dashboards. You do not need to be an analyst, but you cannot be afraid of a spreadsheet.
- Your written English is professional and precise. You can write coaching feedback that is direct without being rude, and reports that a busy executive can read in two minutes.
- You are a process person. You believe SOPs exist for a reason and you enforce them.

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WHAT WE OFFER

- $6 to $8 USD per hour base, depending on proven experience
- Long-term role. We want to grow with the right person and increase pay and responsibility over time
- A fully built support operation: written SOPs, macros, proven funnels, and a defined workflow. You will not be guessing what the standards are, and you will not be asked to build them from scratch
- A direct line to the company directors. Your reports go straight up, no middle layer

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HOW TO APPLY. READ CAREFULLY

We will only review applications that follow these instructions exactly. This is the first thing we evaluate.

1. Put the word PRECISION in the subject line of your application.

2. In your message, answer all four of these questions inline (not in an attached file):

Q1. How long have you been managing or auditing a customer support team in ecommerce, and at what kind of company (size, niche, ticket volume, number of CSRs you oversaw)? Name the actual employer if you can.

Q2. Describe one specific time you identified that a customer support agent was handling tickets incorrectly. What was the issue, how did you find it, how did you coach the agent, and did the behavior actually change afterwards?

Q3. Have you used Gorgias? For how long, and at what ticket volume? If yes, name one Gorgias feature you use regularly that most people do not know about.

Q4. Confirm you can commit to 7 days a week, 2 to 3 hours per day, long-term. List the working hours you would propose in your local timezone.

3. State your hourly rate in USD.

Applications missing the keyword PRECISION, or that skip any of the four questions, will not be reviewed. Loom videos, CVs, and portfolio links are not needed at this stage. Please do not send them. We will request them in round 2 from shortlisted candidates.