Customer Service Manager (Part-Time, Growing to More) - E-commerce Brands | Long-Term Role

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: TYPE OF WORK

Part Time

: SALARY

Salary €480 / €672

: HOURS PER WEEK

24

: DATE UPDATED

Jul 29, 2026

JOB OVERVIEW

About us
We operate multiple e-commerce brands (fashion and home & living) selling to customers in the UK, US and EU. Our CS team runs on Gorgias and Shopify. We are a small, fast-moving team and we take customer experience and dispute prevention seriously. We are in an active growth phase, launching new stores this year, so this role will grow in scope and hours.

The role
You will be the quality and process owner of everything that happens after the sale. Your mission: keep our refund rate and chargeback rate under control by making sure every customer email is handled correctly, on time, and according to our SOPs.

You will NOT be answering tickets all day. We have CS reps for that. You manage, check, coach and improve.

Your daily responsibilities (approx. 4 hours/day, 6 days/week):

Monitor the chargeback threat inbox and make sure every dispute risk is handled the same day
Monitor the CS communication channel and unblock our reps so tickets never sit waiting
Log every new chargeback in our database and collect all evidence (tracking, proof of delivery, customer communication, photos) so disputes are ready to submit
Check that all shipping exception emails (Parcel Panel flow) are sent correctly by the reps

Your weekly responsibilities:

QA sample check: review a sample of tickets per rep, score them against our SOPs, and run a weekly feedback call with each rep (aligned with the owner first)
Track supplier refund claims: log every claim we file with our fulfillment partner, follow up, and verify credits are actually received
General inbox readthrough: spot recurring customer questions, unclear product info, or gaps in our post-purchase email flows (Klaviyo) and report findings
When we test changes to the refund funnel: update SOPs and Gorgias macros, and brief the reps on the changes

KPIs you are co-responsible for:

Chargeback rate below 1% (rolling 90 days)
Refund rate within target
Zero unanswered dispute threats older than 24 hours
Weekly QA and feedback cycle completed every week

Requirements:

3+ years in e-commerce customer service, at least 1 year in a senior/lead/QA role
Hands-on experience with Gorgias (or Zendesk/Freshdesk) and Shopify
Understanding of chargebacks and disputes (Shopify Payments, PayPal, Klarna) is a strong plus
Excellent written English
Detail-obsessed: you notice when a macro was used wrong or a tag is missing
Comfortable giving direct feedback to tea ---------- mbers
Reliable internet, own laptop, available for a daily overlap window with EU timezone

Schedule and pay:

Part-time to start: 4 hours/day, 6 days/week (flexible on exact hours, some EU morning overlap required)
$5 to $7 per hour depending on experience, paid weekly/bi-weekly
Performance raise possible after 90 days based on KPIs
We are actively scaling: we are launching new stores and order volume is growing. As we grow, your hours grow with us, with the potential to move to full-time for the right person
Long-term role with real growth as our brands scale

How to apply:
Start your application with the word "ANCHOR" so we know you read this.

Then record a short video (Loom or similar, camera on) where you:

Briefly introduce yourself and your CS background
Answer these 3 questions:
1. Describe a time you gave difficult feedback to a CS agent. What happened?
2. A customer claims an item arrived damaged and threatens a chargeback. What do you do, step by step?
3. What is your experience with chargeback evidence or dispute handling?

Paste the video link in your application. Applications without the word ANCHOR or without a video will not be considered.

SKILL REQUIREMENT

Shopify Gorgias Team Leadership

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Customer Service Manager (Part-Time, Growing to More) - E-commerce Brands | Long-Term Role

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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