CS Manager for Operations

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: TYPE OF WORK

Full Time

: SALARY

$7.00 per Hour

: HOURS PER WEEK

40

: DATE UPDATED

Oct 22, 2026

JOB OVERVIEW

Key Responsibilities & Role Focus:
• Direct management and operational efficiency of the cross-functional Direct-to-Consumer (DTC) front-line support team across multiple portfolio brands.
• Escalation ownership for high-impact order fulfillment, delivery, returns, and inventory issues.
• Optimization of team workflows, SLAs (Response Time, First Contact Resolution, CSAT)
• Daily tracking, analysis, and reporting on support metrics, return patterns, and customer feedback trends to internal operations and product teams.

Core Qualifications:
• Experience: 3–5+ years in a Customer Support leadership or Operations Manager role within an e-commerce environment.
• Team Management: Proven track record of direct management, performance tracking, and continuous coaching for hybrid or remote CX team members. Will audit pod leads, phone and full time email agents.
• E-commerce Platform Mastery: Direct experience managing order operations, refunds, exchanges, and customer data in Shopify / Shopify Plus.
• Customer Tech Stack Expertise: Advanced proficiency with e-commerce helpdesk platforms (specifically Kustomer and Aircall).
• Fulfillment & Logistics Knowledge: Solid operational understanding of 3PL logistics, order routing, carrier tracking (UPS, FedEx, USPS), and reverse logistics/returns management.

SKILL REQUIREMENT

Customer Support Management Ecommerce Leadership

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CS Manager for Operations

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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