CS Team Leader — Global D2C E-commerce (Remote)

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: TYPE OF WORK

Full Time

: SALARY

$7-12 per hour

: HOURS PER WEEK

30

: DATE UPDATED

Jul 31, 2026

JOB OVERVIEW

About us
We're a fast-growing D2C ecommerce brand shipping to customers across multiple international markets. Our customer service department is at the point where "good enough" isn't good enough anymore — we need it to become a real advantage. That's where you come in.

The role
We're looking for a CS Team Leader to take ownership of our global customer service department end-to-end. You'll lead our Philippines-based team of CS agents, own the day-to-day performance of the queue, and act as the eyes and ears of the customer inside the business.

This is not a queue-monitoring job. You'll drive change: fix what's not working, hold the team accountable, and make sure every issue customers raise reaches the right person internally before it becomes a bigger problem.

What you'll own
- The team. Coach the CS agents. Build the schedule. Keep everyone sharp — no coasting, no excuses. If the team is short-staffed or the tools don't work, you fix it (hire, automate, replace the tool).
- Speed and quality. Every email, WhatsApp message, and >Facebook comment answered within 24 hours, 7 days a week. Average response time under 6h.
- Customer disputes. 100% of PayPal, Klarna, and chargeback disputes responded to before the deadline.
Fighting for the customer. When suppliers or 3PLs are slow, the customer doesn't wait — you ship replacements, chase partners, escalate until it's fixed.
- Feedback to the rest of the business. You're the direct line from what customers experience to the people who can fix it. Trends, patterns, quality issues — they reach the right people before anyone has to ask.

What we're looking for
- 3+ years leading a CS team, ideally in D2C ecommerce.
- Shopify fluency — orders, refunds, customer records.
- Excellent written English — clear, warm, and grammatically correct.
- People management — you can coach and hold people accountable.
- Bias toward action. Where others wait for direction, you d ---------- . Things that have been dragging for weeks get closed within days.

What we offer
- Long-term job stability — this is a permanent role, not a short project. If it's the right fit, you're here for the long haul.
- Flexible schedule — you plan your own hours, minimum 30 hours per week.
- Fully remote — work from wherever you're set up.
- Performance-based 13th month bonus

SKILL REQUIREMENT

Shopify Customer Service Team Leadership

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CS Team Leader — Global D2C E-commerce (Remote)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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