Customer Service Manager (CS Manager) – DTC Ecommerce

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: TYPE OF WORK

Any

: SALARY

6-8

: HOURS PER WEEK

48

: DATE UPDATED

Sep 30, 2026

JOB OVERVIEW

Customer Service Manager (CS Manager) – DTC Ecommerce, Outdoor Power Tools
Location: Remote
Employment Type: Full-Time
Salary: Competitive, based on experience

About Us:
US based, 8-figure DTC ecommerce brand selling premium cordless blowers. We're looking for a dedicated Customer Service Manager to lead our support team and take our customer experience to the next level.

Job Summary:
The CS Manager will oversee day-to-day operations of our customer service team, ensuring agents deliver fast, accurate support via Gorgias across order status, shipping, warranty, and product inquiries. You'll play a key role in improving customer satisfaction by refining SOPs, coaching agents, and personally handling escalated cases — including safety-related product issues, chargebacks, and warranty disputes.
This role is ideal for someone with e-commerce customer service management experience who's comfortable running a remote team and working cross-functionally with supply chain and 3PL partners.

Key Responsibilities:
- Lead and manage a remote team of customer service agents supporting customers via Gorgias
- Maintain and refine SOPs across order issues, refunds, and warranty claims
- Monitor and report on team KPIs — first response time, resolution time, CSAT — and coach agents to hit targets
- Coordinate with our 3PL on shipping delays, tracking issues, and order-sync discrepancies
- Maintain our CS ticket categorization system to keep tagging consistent and reporting accurate
- Analyze recurring complaint trends and refund-leak sources; recommend and implement fixes
- Prepare regular performance and trend reports for leadership

Qualifications:

Must-Have:
- 2+ years managing a customer service team in e-commerce. D2C EXPERIENCE IS A MUST.
- Strong leadership skills with a proven ability to coach and motivate a remote team
- Problem-solving skills for escalated issues: shipping delays, warranty disputes, safety complaints, chargebacks
- Proficiency with Gorgias (or similar tools like Zendesk/HelpScout) and Shopify
- Data-driven mindset — comfortable monitoring KPIs and building performance reports
- Excellent written and verbal English communication
- Customer-first mindset with strong judgment on escalation vs. standard resolution
- Has the initiative to offer ideas to leadership without needing to be asked

What We Offer:
- Competitive salary based on experience
- Fully remote, flexible working hours
- Room to shape CS strategy at a fast-growing DTC brand
- Collaborative, supportive team

How to Apply:
Fill in: ----------
Please include a link to your 2-minute introduction video. Only applicants with video introduction will be considered.

SKILL REQUIREMENT

Customer Service Team Leadership

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Customer Service Manager (CS Manager) – DTC Ecommerce

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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