Customer Suport Manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

Full Time

SALARY

600

HOURS PER WEEK

TBD

DATE UPDATED

Jul 17, 2026

JOB OVERVIEW

E-commerce Customer Support Manager

Job Overview

We are looking for an experienced E-commerce Customer Support Manager to take full ownership of the customer support operations for multiple international e-commerce stores.

This is not a basic customer service agent position. We are specifically looking for someone who has previously managed customer support teams and has built structured customer support systems for other e-commerce businesses.

Experience with fashion e-commerce or fashion dropshipping stores is strongly preferred.

You will be responsible for managing the support team, improving workflows, documenting processes, maintaining SOPs, creating Loom training videos, monitoring customer service performance and ensuring that customer issues are handled correctly and efficiently.

The goal is for you to independently manage the complete customer support department without constant supervision.

Position Details

* Full-time position
* Long-term opportunity
* Salary is negotiable based on your experience, responsibilities and expected workload
* Salary will be paid twice per month through Wise
* Opportunity for salary growth when the stores, team and responsibilities grow

Main Responsibilities

Customer Support Management

* Take full ownership of the customer support department
* Manage, train and monitor customer support agents
* Review the quality of customer conversations and provide feedback
* Make sure customer inquiries are handled correctly and on time
* Help the team with complex customer cases
* Ensure that agents follow the correct procedures and company policies
* Organize the daily workload between tea ---------- mbers
* Identify recurring mistakes and create systems to prevent them

Workflows and SOPs

* Create, improve and maintain customer support SOPs
* Build clear workflows for recurring customer situations
* Create Loom training videos for agents
* Build onboarding and training materials for new tea ---------- mbers
* Create templates, canned responses and internal checklists
* Make sure all customer support documentation stays updated
* Improve communication between customer support, suppliers and management

Performance and Reporting

* Monitor customer response times and resolution times
* Track refund rates, chargeback rates and customer satisfaction
* Prepare clear weekly reports about customer support performance
* Identify the main reasons customers contact us
* Identify problems that cause unnecessary refunds or chargebacks
* Suggest and implement improvements
* Hold tea ---------- mbers accountable for their performance
* Make sure important cases are followed up until they are completely resolved

Operational Responsibilities

* Work with our customer support software and Shopify stores
* Communicate with suppliers about order-related problems
* Monitor unresolved and unfulfilled orders
* Make sure refunds, replacements and exchanges are processed correctly
* Escalate serious issues to the owner when necessary
* Help improve the overall customer experience across all stores

Required Experience

You must have previous experience with:

* Managing a customer support team
* Working for one or more e-commerce companies
* Creating customer support workflows
* Writing and maintaining SOPs
* Creating Loom training videos
* Training and onboarding customer support agents
* Handling refunds, returns, exchanges and delivery problems
* Managing difficult customer situations
* Working with Shopify
* Reporting customer support KPIs
* Working independently and taking ownership

You should also have:

* good written and spoken English
* Strong leadership and communication skills
* Good attention to detail
* A structured and process-driven working style
* The ability to identify problems and create practical solutions
* The confidence to give feedback and hold tea ---------- mbers accountable
* A reliable computer and stable internet connection
* Availability for a full-time, long-term position

Strongly Preferred

The following experience is strongly preferred:

* Fashion e-commerce
* Fashion dropshipping stores
* Managing support for multiple Shopify stores
* Working with international customers
* Chargeback prevention
* Refund-rate reduction
* Supplier communication
* Creating complete customer service playbooks
* Experience with customer support platforms such as Gorgias, Richpanel, Re:amaze, Zendesk, Commslayer or similar software

Who We Are Looking For

We are looking for someone who is proactive and does not wait for every instruction.

You should be able to look at the current customer support operation, identify what is missing and improve it.

You should be comfortable saying:

* This workflow is unclear and needs to be improved
* This agent needs additional training
* This issue keeps happening and needs a permanent solution
* This SOP is outdated and should be updated
* This KPI is getting worse and we need to take action

We do not want someone who only answers customer emails. We want someone who can build, manage and continuously improve the complete customer support operation.

How to Apply

Start your application with the words:

**SUPPORT MANAGER**

Applications that do not start with these words will not be considered.

Please answer the following questions:

1. How many years of e-commerce customer support experience do you have?

2. How many customer support agents have you previously managed?

3. Which e-commerce companies or stores have you worked for?

4. Have you worked for fashion e-commerce or fashion dropshipping stores? Please explain.

5. Have you created complete customer support SOPs and workflows before? Give specific examples.

6. Which Loom training videos or onboarding materials have you created?

7. Which customer support KPIs did you monitor in your previous role?

8. How did you help reduce refunds, chargebacks or customer complaints?

9. Which Shopify and customer support tools have you used?

10. Describe a recurring customer support problem that you identified and permanently solved.

11. What would your first 30 days look like if you joined our company?

12. What is your expected monthly salary in USD for a full-time position?

Please also include:

* Your CV or résumé
* Links or examples of SOPs, workflows, dashboards or training materials you have created
* A short video introduction
* Your internet speed test
* Your earliest available starting date

Please do not apply if you only have experience as a customer service agent and have never managed agents, workflows, SOPs or a customer support department.

SKILL REQUIREMENT
Customer Support Management Sop Writing
VIEW OTHER JOB POSTS FROM:
SHARE THIS POST
facebook linkedin
  BENCHMARKS  
Loading Time: Base Classes  0.0011
Controller Execution Time ( Jobseekers / Job )  0.0140
Total Execution Time  0.0159
  GET DATA  
No GET data exists
  MEMORY USAGE  
1,519,720 bytes
  POST DATA  
No POST data exists
  URI STRING  
jobseekers/job/Customer-Suport-Manager-1691012
  CLASS/METHOD  
jobseekers/job
  DATABASE:  onlinejobs (Jobseekers:$db)   QUERIES: 13 (0.0070 seconds)  (Hide)
0.0003   SELECT *
                                FROM exrates
                                WHERE rate_name = 'USD-PHP' 
0.0004   SELECT *
FROM `employer_jobs`
WHERE `job_id` = 1691012
 LIMIT 1 
0.0003   SELECT *
FROM `employers`
WHERE `employer_id` = 935290
 LIMIT 1 
0.0009   SELECT COUNT(*) AS `numrows`
FROM `t_thread` `t`
LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id`
WHERE `t`.`job_id` = 1691012
AND `misc`.`id` IS NULL 
0.0004   SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-07-23',ej.date_added) duration_days, DATEDIFF('2026-07-23',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND
                                   ((e.user_level >= '500' AND ej.date_added <= e.rebill_date)
                                   OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-07-23',ej.date_added) <= 14 ))
                                   AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1691012' 
0.0003   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1691012 
0.0011   UPDATE employer_jobs SET hit_counts = '***Jul-17-2026=1607***Jul-18-2026=136***Jul-19-2026=9***Jul-20-2026=2***Jul-23-2026=1' WHERE job_id= '1691012'  
0.0006   UPDATE employer_jobs SET monthly_hits = '***Jul-2026=1754' WHERE job_id= '1691012'  
0.0008   SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1691012' AND status LIKE 'sent%' ORDER BY id DESC  
0.0003   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1691012 
0.0008   SELECT COUNT(*) AS `numrows`
FROM `employer_jobs`
WHERE `employer_id` = '935290'
AND `date_added` >= '2022-06-08' 
0.0005   select * from teasers 
0.0002   SELECT * FROM skill_categories WHERE skill_cat_id='' 
  HTTP HEADERS  (Show)
  SESSION DATA  (Show)
  CONFIG VARIABLES  (Show)