Backend Manager — Fashion Ecommerce Brand (Full Ownership of Customer Service Ops, Backend Operations))

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

: TYPE OF WORK

Full Time

: SALARY

600

: HOURS PER WEEK

50

: DATE UPDATED

Aug 14, 2026

JOB OVERVIEW

Work Type: Part-time to start, scaling to full-time Reports To: Store Owner (you'll work directly with me — no layers in between) Industry: Fashion Ecommerce

About the Role

I run a fashion ecommerce store and I'm looking for an A-player Backend Manager who can take full ownership of customer service — end-to-end — so I never have to touch a support ticket again. This isn't a "help out with tickets" role. You'll be building and managing a team, owning escalations personally, and running the process like it's your own business.

If you're someone who gets bored managing a single agent and wants to build and run a real team from day one, this is for you.

What You'll Own
Team & Hiring
Build and manage a customer service team of VAs/agents — you'll start with at least 2 VAs from day one, not just one
Source and interview new VA candidates, record the interview calls, and send me a summary for approval
Final hiring decisions stay with me, but you run the entire process up to that point
Structure shifts across time zones so ticket coverage runs 24 hours
Run daily check-ins with your team to keep them accountable
Daily Operations
Personally handle or oversee ticket volume — first response and resolution across the whole team
Handle escalations personally, including calling customers directly for "heavy" tickets like chargebacks
Coordinate directly with the Supply Chain Manager whenever a CS issue traces back to a supply problem
Work through a dedicated business email and get invited into our CS software (e.g. Gorgias, Reamaze) through it — no personal inbox access
Monitor chargeback rates closely and take action to keep them low
Keep customer satisfaction (CSAT) high across the team's interactions
Track and minimize refund and chargeback volume — you own these numbers, not just the tickets
Process & Reporting
Build workflows, macros, escalation rules, and SOP documentation instead of solving the same issue over and over
Report to me quickly during working hours (fast response window expected); send a daily status update
Proactively flag process improvements and better tools rather than just reacting to problems
Daily check-ins with me in week one for unlimited questions, then you operate independently
After that, just a short weekly check-in (~1 hour) to confirm everything's on track
Who You Are
You've managed a customer service team before (not just worked tickets solo) — ideally in ecommerce
You can hire, train, and hold people accountable without me having to manage the managers
You're comfortable being the final word on escalated, high-stakes customer issues, including calling customers directly
You document everything — SOPs, macros, workflows — because you hate solving the same problem twice
You're proactive: you flag problems and bring solutions, not just status reports
You're organized enough to run 24-hour coverage across time zones without dropping the ball
Experience with helpdesk tools like Gorgias or Reamaze is a strong plus
What Success Looks Like

Within your first 90 days, I should be able to stop thinking about customer service entirely. Tickets get handled fast, escalations get resolved without needing me, chargeback rates and refund volume trend down, customer satisfaction stays high, and I get a clear daily/weekly pulse on what's happening — without being pulled into the weeds.

How to Apply

Please include in your application:

A short summary of a CS team you've built or managed, and its size
An example of an SOP, macro, or workflow you've created to solve a recurring issue
How you'd structure a 2-person VA team to cover 24-hour ticket coverage across time zones
Your available start date and whether you're looking for part-time or full-time work initially

Applications without these will not be considered — I'm looking for someone who reads instructions carefully, since that's exactly what this role requires.

SKILL REQUIREMENT

Shopify Ecommerce Customer Service

SHARE THIS POST

Job Post	Reporter	Rank	Reason	Date

BENCHMARKS

Loading Time: Base Classes	0.0007
Controller Execution Time ( Jobseekers / Job )	0.0125
Total Execution Time	0.0140

GET DATA

No GET data exists

MEMORY USAGE

1,501,848 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/job/Backend-Manager-Fashion-Ecommerce-Brand-Full-Ownership-of-Customer-Service-Ops-Backend-Operations-1709349

CLASS/METHOD

jobseekers/job

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 13 (0.0061 seconds) (Hide)

0.0004	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0003	SELECT * FROM `employer_jobs` WHERE `job_id` = 1709349 LIMIT 1
0.0004	SELECT * FROM `employers` WHERE `employer_id` = 963641 LIMIT 1
0.0007	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1709349 AND `misc`.`id` IS NULL
0.0005	SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-08-19',ej.date_added) duration_days, DATEDIFF('2026-08-19',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('2026-08-19',ej.date_added) <= 14 )) AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1709349'
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1709349
0.0010	`UPDATE employer_jobs SET hit_counts = '*Aug-14-2026=573Aug-15-2026=75Aug-16-2026=2Aug-18-2026=2**Aug-19-2026=1' WHERE job_id= '1709349'`
0.0005	`UPDATE employer_jobs SET monthly_hits = '***Aug-2026=653' WHERE job_id= '1709349'`
0.0009	`SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1709349' 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` = 1709349
0.0003	SELECT COUNT(*) AS `numrows` FROM `employer_jobs` WHERE `employer_id` = '963641' AND `date_added` >= '2022-06-08'
0.0003	`select * from teasers`
0.0002	`SELECT * FROM skill_categories WHERE skill_cat_id=''`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1787129040
last_page	https://v1.stage.onlinejobs.ph/jobseekers/job/Backend-Manager-Fashion-Ecommerce-Brand-Full-Ownership-of-Customer-Service-Ops-Backend-Operations-1709349
csrf-token	04c3e451d8e503fc4192450ccf431bcb

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.216.72
HTTP_DNT

Backend Manager — Fashion Ecommerce Brand (Full Ownership of Customer Service Ops, Backend Operations))

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?