U-S Limited

Customer Service Operations Manager (Systems & Strategy Focus)

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

: TYPE OF WORK

Full Time

: SALARY

3-6$/hour Experience - based

: HOURS PER WEEK

40

: DATE UPDATED

Mar 11, 2026

JOB OVERVIEW

This is NOT a support agent role.
We are not looking for someone to just 'answer emails.' We are an established e-commerce business seeking a heavyweight Customer Service Operations Manager. Our department needs a complete structural overhaul. We need a leader who can audit our current mess, implement ironclad workflows, and build a data-driven department from the ground up.

If you haven't managed a team, built KPI dashboards, or successfully re-engineered a CS department before, this role is not for you.

Your Mission:
• Audit & Reconstruct: You will take our current CS department "upside down." Identify every bottleneck, every leak in our dispute process, and every point of friction for the customer.
• System Implementation: You will design and implement the SOPs (Standard Operating Procedures) that our team follows. You ensure that how we work is scalable and efficient.
• KPI Ownership: You will define the metrics that matter. You won't just report numbers; you will explain why they are happening and how you are improving them (CSAT, First Response, Refund Ratios, Dispute Win Rates).
• Revenue Protection: You will oversee the management of payment inquiries and disputes, ensuring we maintain a healthy standing with providers like Klarna and PayPal through superior service and documentation.
• Leadership & Accountability: You manage the remote team. You are responsible for their output, their quality, and their adherence to your new structures.

Hard Requirements:
• Proven Track Record: At least 2-3 years of Management/Operations experience in high-volume E-commerce (Dropshipping experience is a massive plus).
• Structure Builder: You must demonstrate that you have previously built or significantly improved a CS department’s structure (not just worked within one).
• Tech Stack Mastery: Expert-level knowledge of Freshdesk and Shopify. You should know how to use these tools to automate and track everything.
• Data Literacy: You live in the numbers. You know how to turn raw data into actionable insights for the business owners.
• Fluent English: High-level professional writing is non-negotiable.

Application Instructions (Read Carefully):
To apply, you must include the word "SKYBLUE" in your response.

Crucial: Do not just send a standard resume. Along with your CV, please provide a brief summary (3-5 sentences) of a specific CS structure or KPI system you implemented in a previous role and the measurable impact it had on the business.

SKILL REQUIREMENT

CRM Shopify Customer Support Management

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U-S Limited

Customer Service Operations Manager (Systems & Strategy Focus)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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