Experienced Customer Support Manager for Nightcity Clothing (E-commerce Fashion) | Gorgias and Shopify Specialist

We are looking for a full-time, experienced, **Customer Support Manager** to join **Nightcity Clothing** ( ---------- ), a UK-registered ecommerce fashion brand selling modern occasionwear with an urban edge.

This role is focused on fully managing our customer support function across **Gorgias** and **Shopify**. You will be responsible for the daily support inbox, customer replies, Shopify order checks, Gorgias views, macros, rules, tags, AI Agent setup, escalation processes, public comment replies, product review replies, Trustpilot review replies, and overall customer support quality.

You will not be expected to figure everything out alone from day one. Our current Customer Support Manager will provide a structured handover, including our policies, customer tone, common ticket types, escalation rules, Gorgias setup, Shopify order checks, and examples of how we handle different customer situations.

This handover is designed to make the role easier to succeed in. You will be given context, examples, and guidance before taking full ownership.

Over time, the goal is for you to become the main owner of customer support, while our current Customer Support Manager moves more into another part of the company.

We are looking for someone who can be more than just a ticket responder. We want someone who can properly own customer support, improve our Gorgias setup, keep the inbox under control, make good decisions, reply well to public comments and reviews, and reduce the amount of daily guidance needed from the founder or other managers.

The ideal person is reliable, emotionally intelligent, detail-oriented, calm under pressure, and very strong at written customer communication.

Our customers range from Gen Z and older Gen Z shoppers to parents buying for their children’s events. You should be able to write in a friendly, natural, human way that feels helpful to younger customers, while still being clear, professional, and reassuring for parents.

Strong Gorgias and Shopify experience is essential for this role.

**Main Responsibilities**

* Own the daily customer support inbox inside Gorgias
* Reply to customer emails and messages in clear, friendly, professional English
* Help customers with order tracking, delivery updates, returns, exchanges, sizing questions, event deadlines, and general order support
* Use Shopify to investigate orders, customer details, fulfilment status, tracking, line items, payment status, shipping address, and order history before replying
* Create and manage useful Gorgias views for different ticket types, priorities, support queues, social comments, reviews, and escalations
* Set up, improve, and maintain Gorgias rules, macros, tags, views, and AI Agent processes
* Keep the support inbox organised, accurate, and under control every day
* Reply to Instagram comments, Meta ad comments, product page reviews, Trustpilot reviews, and customer feedback via Gorgias where needed
* Handle public replies carefully, especially when a comment or review could deter customers from the brand
* Turn negative public feedback into calm, reassuring, brand-protective replies without sounding defensive or robotic
* Work toward genuinely good outcomes for customers while also applying policies fairly and consistently
* Identify recurring customer issues and report them clearly to the team
* Help create and improve customer support SOPs and internal processes
* Escalate complex customer issues clearly when needed
* Take ownership of customer support quality, not just ticket completion

**Required Skills**

* Strong ecommerce customer support experience using **Gorgias and Shopify**
* Confident with Gorgias views, rules, macros, tags, AI Agent, inbox organisation, Shopify integration, and social tickets
* Confident using Shopify to investigate orders, tracking, fulfilment, payments, customer history, line items, and delivery issues
* Excellent written English with a friendly, natural, emotionally intelligent tone for Gen Z customers, older Gen Z customers, and parents
* Strong judgement when handling delayed orders, returns, exchanges, sizing questions, upset customers, public comments, negative reviews, and escalation situations
* Able to turn difficult customer situations into better outcomes while staying fair, consistent, and careful with company policies
* Highly organised, reliable, detail-oriented, and able to manage the support inbox every day without constant reminders
* Comfortable improving SOPs, reporting recurring issues, and suggesting better ways to run customer support

**Preferred Skills**

* Experience with fashion, clothing, apparel, or lifestyle ecommerce brands
* Experience replying to Instagram comments, Meta ad comments, product reviews, or Trustpilot reviews for a brand
* Experience training or guiding another support agent
* Experience managing a small customer support team
* Interest in trending fashion, outfits, styling, or ecommerce fashion brands

An interest in fashion would make this role more enjoyable and helpful, but it is not mandatory. We can train you on the brand and products. It just helps if you naturally understand what customers care about when buying clothing online.

**Schedule**

* 40 hours per week
* 8-hour shift per day
* Full-time role
* Exact working hours can be discussed, but there must be reliable daily coverage

**Paid Handover / Onboarding Period**

The first 90 days will be a paid handover and onboarding period.

During this time, our current Customer Support Manager will help transfer knowledge, explain our policies, show you how we handle common situations, and help you understand the brand’s customer tone.

This handover is designed to make the role easier to succeed in. You will not be thrown into the inbox with no context.

During this period, we will assess your customer support quality, written communication, reliability, Gorgias knowledge, Shopify knowledge, attention to detail, judgement, and ability to take ownership.

If the fit is strong, the goal is for you to become the main owner of customer support.

**Long-Term Opportunity**

This is not a basic ticket-answering role.

We are hiring for someone who can become the main person responsible for customer support at Nightcity Clothing.

As the company grows, we expect to hire more customer service people. If you perform well, understand our systems, show good judgement, and prove that you can lead the support function properly, you may have the opportunity to manage future customer service tea ---------- mbers.

The long-term opportunity is to become the person we trust to run customer support day to day, maintain high reply quality, manage escalations, organise the support team, train future support agents, and make sure customers are being handled properly across email, Gorgias, Shopify, public comments, product reviews, Trustpilot reviews, and customer feedback.

Our current Customer Support Manager is expected to move more into another part of the company over time, especially merchandising and product-related work. Because of that, we are looking for someone who can take over customer support properly after a structured handover.

This depends on performance, reliability, judgement, writing quality, Gorgias ability, Shopify ability, emotional intelligence, and how well you understand the business.

**Perks**

* Competitive salary for the right person
* Long-term full-time role
* Clear ownership opportunity for someone who performs well
* Potential opportunity to manage future customer support tea ---------- mbers
* Structured handover from the current Customer Support Manager
* Work directly with an established ecommerce fashion brand
* Opportunity to develop strong ecommerce customer support, Shopify, and Gorgias operations skills
* Flexible working hours where possible, as long as there is reliable daily coverage and good communication
* Performance review after the 90-day handover period
* Performance bonuses may be available for strong work, reliability, and long-term contribution

**About Nightcity Clothing**

Nightcity Clothing ( ---------- ) is a UK-registered ecommerce fashion brand focused on modern occasionwear with an urban edge. We sell pieces designed for events, nights out, formal occasions, and customers who want something sharper than standard menswear - with a similar & growing women's range.

We care about clear communication, good customer experience, and building a support team that treats customers properly while also protecting the business with fair and consistent processes.

**Who This Role Is Best For**

This role is best for someone who genuinely cares about customers, can stay calm when dealing with frustrated people, and knows how to write replies that feel human, friendly, helpful, and reassuring.

You should be comfortable speaking to different types of customers. Some customers may be young people buying outfits for events, nights out, prom, graduation, or formal occasions. Some customers may be parents buying for their children.

Your writing should not sound robotic, overly corporate, or careless. It should feel warm, clear, and helpful.

This is also a role for someone who understands that public comments and reviews require a different kind of skill. A reply to an Instagram comment, Meta ad comment, product review, or Trustpilot review is not just for one customer. It is also seen by other potential customers, so it needs to be calm, reassuring, clear, and brand-protective without sounding defensive.

This is not a role for someone who only wants to complete tickets as quickly as possible. We want someone who understands that customer support is about solving the issue, making the customer feel heard, applying policies fairly, and keeping the business organised.

**To Apply for This Job**

Please follow these instructions carefully.

We are not looking for perfect textbook answers. We are looking for answers that show you have genuinely worked in ecommerce customer support, understand the situations we are describing, and can make sensible decisions when customers are frustrated, confused, or unhappy.

Specific, real, relatable experience is much more useful to us than generic answers. We want to see signs that you really know how Gorgias, Shopify, customer tickets, public comments, reviews, and difficult customer situations work in practice.

Because Gorgias experience is essential for this role, your Gorgias answers are very important. We are not looking for someone who has only replied to tickets in Gorgias. We are looking for someone who can help organise and improve the support system.

We understand that candidates may use AI tools to help polish their writing. That is okay. However, your experience, examples, and details must be real. Please do not submit answers that only sound good but do not reflect work you have actually done.

If we move forward, we may ask you to explain your answers in a live interview, including the Gorgias rules, views, macros, tags, AI Agent setup, Shopify order checks, or customer situations you mention.

You are welcome to share screenshots of your previous Gorgias setup, views, rules, macros, tags, AI Agent setup, or inbox structure if you want to. Please blur or hide all customer names, emails, order numbers, private company data, and sensitive information.

1. On OnlineJobs.ph, change the subject line to:
**[Your name] - Nightcity Customer Support Manager**

2. Please attach your CV/resume, or include a link to it.

3. In up to 120 words, start with your strongest proof that you are a good fit for this role. This could be a specific ecommerce support role you handled, a Gorgias setup you improved, a difficult support situation you managed, or a team/support function you helped organise.

4. In up to 180 words, describe the most useful Gorgias rule, view, macro setup, tag structure, AI Agent improvement, or inbox organisation change you personally created or improved. Please include what problem you were trying to solve, what you changed inside Gorgias, what happened after, and one detail that would be hard to know unless you had actually used Gorgias.

5. In up to 120 words, describe one mistake, limitation, or frustrating issue you have experienced in Gorgias. For example, this could involve rules not working as expected, macros sounding robotic, views becoming messy, Shopify data not being enough, social tickets being difficult to manage, AI Agent needing human review, reporting not showing what you wanted, or tags becoming inconsistent. What happened, and how did you handle it?

6. In up to 100 words, describe your Shopify experience for customer support. What order details do you usually check before replying to a customer?

7. In up to 120 words, write a short example reply to this customer (you are welcome to make assumptions about the situation that is reasonable for our brand based on your research, and you can include hypothetical actions taken by yourself):
“Where is my order? I needed this for an event and I’m getting really annoyed.”

8. Please include your expected monthly salary in PHP and your usual working hours. Also confirm whether you can have some overlap with the United Kingdom timezone.

Do not write more than what we have asked for above. Applications that do not follow the instructions may not be considered.

Thank you.