Customer Service Manager

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TYPE OF WORK

Full Time

SALARY

5-7$

HOURS PER WEEK

TBD

DATE UPDATED

Sep 18, 2026

JOB OVERVIEW

Email Support Lead → CS Manager — Fast-Growing Multi-Brand DTC Operation (Part-Time, Long-Term)

This is not a "reply to tickets" job — it's the entry point to running our entire customer support department.

We run 10+ direct-to-consumer brands on Shopify across the US, UK, Australia, and Canada, scaling aggressively on paid acquisition. Customer support is a revenue function here — your replies directly impact refund rates, chargeback ratios, and repeat purchase behavior. If you see CS as "answering emails," this isn't for you.

The path:

You start as our email support lead — handling tickets across multiple brands, owning quality, and learning our systems inside out. Once you've proven you can run the day-to-day without supervision, the role grows into CS Manager: hiring and training new reps, building SOPs for new stores as we launch them, owning KPIs across the department, and reporting directly to the founders. We promote from within — our current operations manager started in a similar role.

What makes this role different:

You'll own email support across multiple brands, each with its own tone, policies, and customer base. You'll work from detailed SOPs and refund decision trees — but we expect you to think, not just follow scripts. When a flow breaks or a new edge case appears, you flag it, propose a fix, and help us improve the system. You report directly to our operations manager with a structured daily end-of-shift report.

You're the right person if:

- You've done email CS for at least 2 years in DTC e-commerce — not SaaS, not call centers, not marketplace seller support. Direct-to-consumer, physical products, paid traffic. You know what a chargeback costs and why a well-timed partial refund beats a full one.
- You want to manage, not just execute. You've caught yourself thinking "I would run this team differently" at a previous job. You notice inefficiencies before they're pointed out.
- You live in Shopify. Order lookups, refund processing, editing orders, checking fulfillment timelines — this is muscle memory, not something you need to Google.
- You've used Re:amaze, Gorgias, or Zendesk professionally. Re:amaze is strongly preferred.
- Your written English is sharp. Not "good for a non-native speaker" — actually sharp. Clear, warm, concise. No templates that sound like a robot. We'll know in 30 seconds from your application.
- You can juggle 8+ brand accounts without sending the wrong macro to the wrong customer.
- You're online when you say you'll be online. Consistent schedule, camera-off is fine, but disappearing mid-shift isn't.

What you won't find here:

- Micromanagement. SOPs exist so we don't have to hover.
- A dead-end role. We're growing fast and need leaders, not seat-fillers.
- Chaos without structure. Every store has documented flows, refund matrices, and escalation paths.

What we expect in return:

- Ownership. If something is broken, you say so — you don't wait for someone to notice.
- Precision. Wrong refund amount, wrong store reply, wrong tone — these cost real money. We track quality weekly.
- Initiative. You see a pattern in tickets? You draft the SOP update. A new rep keeps making the same mistake? You build the training. That's the mindset that earns the manager title.
- Daily EOD report in Slack. Non-negotiable — no report, no pay for that shift.

Stack: Shopify · Re:amaze · Slack

Budget: $5–7/hr starting, with structured raises tied to performance milestones. Part-time with a consistent weekly schedule, with potential to grow to full-time as the role expands. This is a long-term position — we're building a department, not plugging a hole.

To apply — do these three things or you'll be ignored:

1. Tell us about your e-commerce CS experience without naming brands if you prefer — how many stores did you handle simultaneously, what helpdesk(s) did you use, what was your average ticket volume per shift, and what types of products/niches did you support (e.g. fashion, health, home goods)?

2. Write a reply to this customer email:

"Hi, I ordered this 3 weeks ago and it still hasn't arrived. I've emailed twice and nobody got back to me. At this point I just want my money back. This is ridiculous."

Write it as if you're replying from a small family-run brand that sells handmade leather bags. Keep it under 100 words.

3. Describe one time you improved a CS process at a previous job — what was broken, what you did, and what changed. Three sentences max.

SKILL REQUIREMENT
Shopify
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