Customer Service Manager - E-commerce Jewelry Brand

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: TYPE OF WORK

Full Time

: SALARY

$1,000-1,700

: HOURS PER WEEK

40

: DATE UPDATED

Oct 6, 2026

JOB OVERVIEW

We’re Bentior, a fast-growing women’s jewelry brand focused primarily on the US market.

We’re looking for an experienced Customer Service Manager to take ownership of our customer support department and lead our small team of customer service agents.

This is a hands-on management role. You’ll be responsible for leading the team, maintaining high customer service standards, improving our systems and processes, and also assisting with customer tickets.

What you’ll be responsible for:

* Managing and supporting our customer service team
* Monitoring team performance, response times, ticket quality, and productivity
* Reviewing customer conversations and providing feedback and coaching
* Making sure our agents consistently follow our policies, SOPs, and brand voice
* Handling escalated or more complex customer issues
* Assisting with customer tickets and chargebacks
* Improving SOPs, macros, workflows, and internal processes
* Identifying recurring customer issues and helping solve their root causes
* Tracking customer service KPIs and reporting on team performance
* Holding team members accountable and addressing underperformance
* Helping the department prepare for periods of higher order volume
* Working closely with our operations team on shipping, fulfillment, refunds, replacements, and other order-related issues

We’re looking for someone who:

* Has previous experience managing a customer service team
* Has experience working with an e-commerce or DTC brand
* Has excellent written and spoken English
* Is highly organized, reliable, and detail-oriented
* Can lead, coach, and hold team members accountable
* Works efficiently and understands the importance of both speed and quality
* Is comfortable handling customer tickets personally
* Can make good decisions independently without constant supervision
* Thinks proactively and looks for ways to improve systems instead of simply maintaining them
* Is comfortable working with KPIs and performance reporting

Position Type: Full-time
Location: Remote
Industry: E-commerce / Jewelry

To apply, please complete the application form below:

----------

Applications submitted without completing the form will not be considered.

We are excited to learn more about you!

SKILL REQUIREMENT

Customer Support Management Customer Support Customer Service

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Customer Service Manager - E-commerce Jewelry Brand

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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