Customer Service Manager (Highly Experience with 8 Figure ECOM BRANDS)

Ecommerce Brand Doing $3M+/Month

This is not a basic support role.

We are looking for a highly experienced Customer Support Manager who can manage, optimize, and improve a high-volume customer support operation inside a fast-growing ecommerce brand.

This role is for someone who understands that customer support is not just answering tickets. It directly impacts retention, refunds, chargebacks, disputes, BBB complaints, Trustpilot reviews, customer experience, and overall profitability.

About Us

We operate a subscription-based ecommerce brand in the supplements space, currently doing $3M+/month and scaling aggressively.

We move fast, care deeply about retention, and need a Customer Support Manager who can bring structure, accountability, reporting, and strategic thinking to the team.

Your Role

You will be responsible for managing and improving the customer support operation.

Your job is to make sure the team is performing at a high level, customers are being handled properly, refunds and replacements are tracked correctly, and support issues are being used to improve the business.

We are looking for someone who can think strategically, spot problems before they become bigger issues, and bring ideas to improve the customer experience and reduce risk.

What You’ll Be Responsible For
Daily Customer Support Management

Manage the day-to-day performance of the support team
Monitor ticket queues and make sure customer issues are handled quickly and correctly
Review agent performance and hold the team accountable
Make sure escalations are handled properly
Ensure refunds, replacements, cancellations, and customer complaints are tracked correctly
Identify weak points in the support process and improve them

High-Risk Customer Issues

Manage sensitive customer issues before they turn into chargebacks, disputes, BBB complaints, Trustpilot complaints, or negative reviews
Create systems to reduce refund abuse, disputes, and chargebacks
Review high-risk tickets and escalations
Make sure the team is using the right language when handling sensitive customer complaints
Track the root causes of complaints and report them clearly

Retention & Revenue Protection

Improve customer retention through better support processes
Identify why customers cancel, refund, dispute, or complain
Build better save flows, macros, and escalation processes
Work with the team to reduce unnecessary refunds and replacements
Help protect revenue while still maintaining a strong customer experience

Reporting & KPI Tracking

This is a very important part of the role.

You must be strong with reporting, tracking, and using data to improve the support team.

You will be responsible for tracking and reporting on:

CSAT
First response time
Resolution time
Average handle time
Refund rates
Replacement rates
Cancellation reasons
Chargeback and dispute trends
Common customer complaints
Agent performance
Escalation volume
Trustpilot, BBB, and review-related issues

You should be able to look at support data and tell us what is broken, what needs to improve, and what actions should be taken.

Macros, SOPs & Systems

Build and improve macros, templates, and SOPs
Create clear processes for refunds, replacements, escalations, cancellations, chargeback prevention, BBB complaints, and Trustpilot complaints
Audit the team to make sure SOPs are being followed
Continuously improve the support system as the company scales
Make sure the team is consistent in tone, accuracy, speed, and decision-making

Coaching & Quality Assurance

Coach support agents to improve quality, speed, and resolution
Audit tickets regularly and give clear feedback
Identify weak agents and performance issues quickly
Improve team consistency through scorecards, training, and QA reviews
Make sure agents understand how to handle difficult customers without creating more risk

Strategy & Continuous Improvement

We are not looking for someone who only reacts to problems.

We want someone who can think, improve, and bring ideas.

You should be able to identify patterns, suggest better systems, improve customer experience, reduce risk, and help make the support team stronger every month.

Requirements

You must have experience working with an 8-figure ecommerce brand
You must name the ecommerce brand or brands you have worked with
Strong customer support management experience
Experience managing high-volume ecommerce support teams
Experience with refunds, chargebacks, disputes, BBB complaints, Trustpilot, or other high-risk customer issues
Strong understanding of retention, customer experience, and revenue protection
Strong reporting and KPI tracking ability
Experience building macros, SOPs, QA systems, and support processes
Experience using Shopify
Experience with CheckoutChamp is preferred
Excellent written and spoken English
Full-time availability
Strong attention to detail
Ability to move fast and take ownership

Who You Are

You think in systems, not just tickets
You understand that customer support impacts revenue, retention, and risk
You are strong with reporting and numbers
You know how to manage high-risk customer issues calmly and professionally
You can spot weak processes and fix them
You can coach agents and improve team performance
You bring ideas, not just updates
You take ownership and do not need to be micromanaged

Compensation

Competitive base depending on experience
Performance incentives available for the right person
Long-term opportunity inside a fast-growing ecommerce brand

How to Apply

Please answer the following 5 questions:

What 8-figure ecommerce brand or brands have you worked with? Please include the brand names and your role.
What was the size of the customer support team you managed, and what ticket volume were you responsible for?
What experience do you have managing high-risk customer issues such as chargebacks, disputes, BBB complaints, Trustpilot complaints, refunds, or escalations?
What KPIs and reports have you managed for customer support? Please mention anything related to CSAT, resolution time, first response time, average handle time, refund rates, chargebacks, or agent performance.
What SOPs, macros, QA systems, or retention processes have you built or improved in a previous ecommerce role?
Final Note

If you have only answered tickets, this role is not for you.

We are looking for someone who can manage, improve, and strategically lead a customer support operation for a fast-growing ecommerce brand.