Customer Service Manager | Build & Lead (DTC E-commerce)

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: TYPE OF WORK

Full Time

: SALARY

$6/hour

: HOURS PER WEEK

30

: DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

Reply with the word blue and your portfolio.

We're a direct-to-consumer e-commerce brand doing six figures in monthly revenue, and we need someone to build our Customer Service function from the ground up. There is no ticketing system yet. We do have an initial SOP in place , you'll be expected to review it critically, flag anything you'd do differently, and make the case for changes rather than take it as fixed. Final call on SOP changes stays with us, but we want someone who pushes back with informed opinions, not someone who just executes what's handed to them.

We're looking for someone who has done this before, not a first-time manager, and not someone who has only operated inside a CS system someone else designed.

What You'll Own

Build the function

- We currently run support out of a shared Gmail inbox with no ticketing system, tagging, or reporting. Your first and most concrete deliverable is auditing our historical email volume/issue types and selecting, purchasing, and migrating us onto a proper helpdesk platform (e.g., Gorgias, Zendesk, Re:amaze, Freshdesk) including inbox migration, macros, tagging, automation rules, and Shopify integration

- Design the ticket workflow, routing, and escalation logic to run inside the new helpdesk, using our existing SOP as the starting point

- Review our existing SOP end-to-end; identify gaps, outdated assumptions, or things you'd handle differently, and bring proposed changes to us for discussion, you own the recommendation, we own final sign-off

- Expand and maintain the knowledge base as needed: order issues, returns/exchanges, shipping delays, damaged/defective items, refund policy, escalation paths, and brand voice/tone guidelines

- Define SLAs and QA standards (first response time, resolution time, CSAT/QA scoring) appropriate to a lean team

- Recruit, interview, and hire the initial team of 2–5 agents; build onboarding and training materials

Run and manage ongoing

- Manage day-to-day team performance: scheduling, coaching, QA reviews, 1:1s, and escalation handling

- Monitor and report on CS metrics (volume, response/resolution time, CSAT, ticket drivers) and turn ticket trends into product, fulfillment, or policy recommendations

- Manage peak-season staffing and coverage (BFCM, major promos, product launches) including overflow/temp staffing plans

- Continuously refine SOPs and macros as the product line, order volume, and issue types evolve

- Act as the voice-of-customer link to founders/ops on recurring issues (defects, shipping carrier problems, sizing, etc.)

What We Need From You

Non-negotiable experience signals (this is where most applicants will not qualify, please only apply if you meet these):

4+ years in customer service/support, with 2+ years specifically managing a CS team (not just being a senior agent or team lead with no hiring/firing/SOP authority)

Direct experience in e-commerce/DTC support, not B2B SaaS support, not call-center/BPO generalist experience. You should be able to speak fluently about order/shipping/returns workflows, chargebacks, and Shopify-adjacent tooling

Prior experience standing up a CS function or major workflow from scratch, building or substantially overhauling SOPs, selecting/configuring a helpdesk, or launching a new support channel, not only operating inside a system someone else built and left untouched. Be ready to describe specifically what you built or changed, and why, not just what you ran

Experience managing ticket volume in the hundreds to low thousands per month and a team of at least 2–3 direct reports
Hands-on fluency in at least one major helpdesk platform (Gorgias, Zendesk, Re:amaze, Gladly, Freshdesk) at the configuration/admin level, not just agent-level usage, you'll be evaluating and setting one up for us, since we currently run support out of a raw Gmail inbox with no ticketing system

Demonstrated experience managing peak-season volume spikes (BFCM, holiday, major promos) — staffing plans, temporary coverage, SLA management under load

Excellent written English; comfortable owning brand voice in customer-facing writing
Availability to overlap at least 4–5 hours a day

Strong pluses

Experience with marketplace support (Amazon Seller Central messaging/A-to-z claims, Walmart, etc.)
Familiarity with returns/exchange platforms (Loop, AfterShip, Narvar) and review platforms (Yotpo, ---------- )
Basic data fluency, comfortable building a simple reporting dashboard or pulling trends from raw ticket data
Experience hiring and training remote/offshore agents specifically

The Environment You're Stepping Into

Monthly order volume: several thousand orders/month, consistent with our six-figure monthly revenue
Estimated ticket volume: roughly 400–1,000 emails/month currently, concentrated around order status, shipping delays, subscriptions, returns/exchanges, and product questions, all of it landing in a single shared Gmail inbox today
Channel: email only, 100% of current volume. No live chat, phone, social DM, or marketplace support exists yet, building any of that is a future decision, not a day-one requirement
Peak season (BFCM through December, plus major launches) can bring 2–4x normal volume, staffing and SOP resilience under load matters, and will matter more once we're on a real helpdesk
You'll have direct access to founders/ops leadership; this is a high-trust, high-autonomy role with real influence over customer experience decisions

How to Apply

Please include:

A short summary of a CS function or major workflow you personally built from scratch (not one you inherited)
Which helpdesk platform(s) you've configured/administered (not just used as an agent)
Ticket volume and team size you've managed

SKILL REQUIREMENT

Email Support

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Customer Service Manager | Build & Lead (DTC E-commerce)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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