Customer Service Manager — E-Commerce

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: TYPE OF WORK

Full Time

: SALARY

$1500/month + bonus

: HOURS PER WEEK

TBD

: DATE UPDATED

Aug 16, 2026

JOB OVERVIEW

# We are looking for an experienced Customer Service Manager to manage and improve the performance of our customer support team across our e-commerce brands.

This is a management and operations role, not primarily a customer service agent position.

## Responsibilities

* Track agent performance: tickets/hour, response time, resolution time, CSAT, attendance, and ticket quality
* Create weekly performance reports and identify underperforming agents
* Build and manage weekly agent schedules based on ticket volume
* Review conversations and maintain high customer service quality
* Coach agents and provide regular performance feedback
* Rebuild and maintain our customer service SOPs
* Build an AI-powered QA system to automatically review and score answered tickets based on accuracy, tone, resolution quality, SOP compliance, and efficiency
* Identify recurring issues and continuously improve support processes

## Requirements

* Previous experience managing a customer service team
* Strong experience with Gorgias and/or Intercom
* Experience with e-commerce / DTC brands
* Experience tracking agent KPIs and productivity
* Experience creating schedules and SOPs
* Strong understanding of AI tools and automations
* Excellent written English
* Shopify experience is a plus

To Apply:

Start your application with the word "BANANA" so we know you read the entire job post.

Please also answer:

1. Which e-commerce/DTC brands have you worked for?
2. What was your role and responsibilities at each brand?
3. How many customer service agents have you managed?
4. Which helpdesk platforms have you used?
5. Have you implemented AI for customer service QA? If yes, briefly explain how.

We're looking for someone who can take ownership of the department, improve agent productivity, and maintain consistently high-quality customer support.

Long-term opportunity for the right person.

SKILL REQUIREMENT

Customer Support Management

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Customer Service Manager — E-Commerce

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?