Customer Service Manager

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: TYPE OF WORK

Full Time

: SALARY

$900-$1000/month based on experience

: HOURS PER WEEK

40

: DATE UPDATED

Sep 16, 2026

JOB OVERVIEW

Salary $900-$1000/month based on experience
Customer Service Manager (E-commerce)

Role Overview
We are seeking an experienced, operations-minded E-commerce Customer Service Manager to lead our customer support team and elevate our post-purchase experience. In this role, you will oversee day-to-day operations across all digital customer channels (Email, Live Chat, Social Media, SMS, and Phone), optimize support technology stacks, and directly drive customer retention and brand loyalty.

The ideal candidate possesses a strong background in Direct-to-Consumer (D2C) retail, deep technical familiarity with helpdesk software and e-commerce platforms (e.g., Shopify / Amazon), and a data-driven approach to coaching and process optimization.

Key Responsibilities

Team Leadership & Operations
Establish and refine standard operating procedures (SOPs) for email support workflows, routing, and escalation paths.
Design, maintain, and update the repository of email response templates, macros, and brand tone guidelines to ensure consistency across the team.
Manage shift scheduling, ticket routing, and staffing models to ensure full support coverage during peak promotional periods, product drops, and holidays.
Design and deliver continuous onboarding and training programs focused on brand tone, product knowledge, and efficient problem resolution.
Establish standard operating procedures (SOPs) for order tracking, returns, exchanges, lost shipments, and chargeback disputes.

Systems, Automation & Cross-Functional Collaboration
Administer customer service software stacks
Collaborate with Marketing and Product teams to anticipate customer inquiries resulting from new marketing campaigns, site updates, or product releases.
Optimize self-service portals and help center knowledge bases to reduce overall ticket volume and improve deflection rates.

Quality Assurance & Analytics
Establish and monitor team KPIs, including First Response Time (FRT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
Conduct regular quality assurance (QA) audits of customer tickets to ensure consistency, tone accuracy, and policy compliance.
Analyze recurring customer pain points and provide regular feedback reports to executive leadership to inform product and site improvements.

Qualifications & Requirements
Required Experience
3- 5+ years of customer service management experience within an e-commerce or D2C retail brand.
Demonstrated experience scaling digital support operations across multiple channels (chat, email, social, messaging apps).
Hands-on expertise with e-commerce platforms (Shopify Plus/Amazon)
Technical Skills & Domain Knowledge
Deep understanding of e-commerce fulfillment processes, reverse logistics (returns platforms like Loop or Happy Returns), and payment gateways.
Proficiency with analytics tools and spreadsheets (Excel, Google Sheets, Looker, or Tableau) to track metrics and present insights.

Soft Skills & Core Competencies
Customer Empathy: Passionate about delivering exceptional customer experiences and turning negative moments into brand loyalty.
Crisis Management: Remains calm, structured, and resourceful during high-volume periods or operational outages.
Communication: Clear, concise written and verbal communication skills across internal departments and external partners.

How to apply
Interested candidates should submit their portfolio / cv along with a cover letter highlighting their experience in managing digital customer service teams. Write subject as: “BEST Customer Service Manager”

SKILL REQUIREMENT

Customer Support Management Ecommerce Customer Service

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Customer Service Manager

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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