Customer Service & Operations Manager – E-commerce Fashion (Long-term)

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: TYPE OF WORK

Full Time

: SALARY

$5-$7 /hour

: HOURS PER WEEK

TBD

: DATE UPDATED

Oct 9, 2026

JOB OVERVIEW

We run several Shopify fashion stores, scaled with Google Ads. Volume is getting high, and so is the number of escalations and supplier issues. We need an experienced manager to own our entire backend: customer service escalations, the CS team and supplier follow-up.

You will lead our customer service team and work hand in hand with the founders. This is a leadership role. You have run a support or operations team at another e-commerce company before and don't need to be taught the basics. If you have only worked as an agent, this role is not for you.

This is a long-term position, not a project.

What you will own

1. Escalations – the core of this job

Every ticket our agents escalate comes to you: angry customers, refund demands, "refund me or I'm calling my bank."
You close those cases before they become disputes: resolve, replace, refund or de-escalate.
You d ---------- quickly when to give in and when to hold firm.
You set the rules for what agents handle themselves and what gets escalated.

2. Leading the CS team:

You lead our customer service team.
You coach them so fewer tickets reach you in the first place.
You write the SOPs and macros so the team works the same way every time.
As we add stores, you grow and shape the team.

3. Orders and suppliers:

You handle late shipments, wrong sizes, lost parcels and tracking that stopped updating.
You chase our supplier on defects, delays and reshipments.
You spot problems before customers do.

4. Working with the founders:

You work closely with the founders and are their main point of contact for everything customer service and backend.
You flag recurring issues with products, suppliers or ads that cause complaints, so we can fix them at the source.
You help d ---------- refund policies, return rules and how we handle customers.

5. Disputes:

You help keep our dispute and chargeback ratio low, mainly by solving problems before customers go to their bank or PayPal.
Experience with submitting disputes in Shopify Payments or PayPal is a plus, but not required.

6. Reporting:

Monthly report per store: escalations handled, refund rate, response times and dispute ratio.
Plus your analysis: what is causing the problems and what we should fix.

How we work:

All communication with the founders and the team runs through Slack.
Reporting, order tracking and supplier follow-up are done in Google Sheets and Excel.

Requirements – please don't apply if you can't tick these:

You have worked as an Operations Manager, Backend Manager, Support Manager or Team Lead at an e-commerce company. Not as an agent. We will ask for the company name, team size and a reference from your manager.
You have managed a team and been responsible for their output, not just your own.
Proven experience with escalated customers: you know how to calm people down and keep them from filing a chargeback.
Experience with high-volume stores running paid ads.
Experience working directly with suppliers.
Hands-on experience with Gorgias, Zendesk or Re:amaze.
Comfortable working in Slack, Google Sheets and Excel.
Excellent written English. You will be writing to angry customers every day.
Flexible availability, including for urgent escalations.

Nice to have:

Experience handling chargebacks and disputes in Shopify Payments or PayPal.
Experience in fashion e-commerce.

What we offer:

A long-term, stable position with room to grow as we add stores.
You lead the CS team and work directly with the founders.
Full ownership: you d ---------- how this function is run.

How to apply:

Start your application with the word BACKEND. Applications without it will not be reviewed.

Briefly tell us:

Your most recent management role and team size.
Which helpdesk tools you have used.

SKILL REQUIREMENT

Shopify Microsoft Excel Customer Service

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Customer Service & Operations Manager – E-commerce Fashion (Long-term)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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