NXT LVL ECOM

Customer Support Manager - Fashion Dropshipping

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

: TYPE OF WORK

Full Time

: SALARY

Discuss in Call + weekend hours

: HOURS PER WEEK

30

: DATE UPDATED

Feb 2, 2026

JOB OVERVIEW

(Chargebacks, Performance & Team Ownership)

Company: NXT LVL ECOM
Location: Remote
Type: Near Full-Time
Contract: Paid Trial Month
Trial Compensation: USD $400 + performance bonuses

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Role Overview

NXT LVL ECOM is a fast-growing dropshipping fashion e-commerce company operating at scale.
We are hiring a high-level Customer Support Manager who fully owns customer support execution, chargeback outcomes, and CS team performance.

This is not a support role.
This is a leadership role with full accountability.

If CS reps underperform, you are responsible.
If chargebacks are lost unnecessarily, you are responsible.

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Core Responsibilities

Credit Card Chargebacks (Full Ownership)
• Fully manage and optimize credit card chargebacks (Visa, Mastercard, etc.)
• Handle chargebacks during weekends when required
• Actively fight to win chargebacks, not just submit responses
• Build, improve, and enforce chargeback funnels
• Analyze loss reasons and continuously increase win rates
• Ensure dispute evidence is complete, contextual, and strong
• Track every chargeback outcome (won/lost) via structured data entry

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Chargeback Performance Tracking & Bonuses
• Maintain accurate data entry for:
• Each chargeback case
• Outcome (won/lost)
• Reason codes
• Every won chargeback must be logged
• Performance bonuses are tied directly to:
• Chargeback win-rate
• Consistency of data tracking
• Quality of dispute handling

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Team Management & Accountability
• Manage and supervise all Customer Support Representatives
• Set, track, and enforce KPIs, including:
• Emails handled
• Communication quality
• Refund rates
• Chargeback prevention accuracy
• Address underperformance immediately
• Not afraid to:
• Give direct feedback
• Enforce standards
• Terminate reps who do not improve
• CS team performance is your responsibility

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Human Customer Communication (Non-Negotiable)
• Enforce human, personalized communication
• Email templates are guidelines only, not scripts
• Reps must adapt messaging per customer and situation
• No copy-paste or robotic replies
• Personally handle escalated or sensitive cases when needed
• Communication must reduce refunds and chargebacks, not trigger them

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Training & Leadership
• Train CS reps on:
• Human communication in dropshipping
• Risk-aware customer handling
• Chargeback prevention through language
• Hold weekly team calls
• Record calls for training and performance review
• Push the team to improve every week

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Funnels, SOPs & Optimization
• Build, improve, and optimize:
• Refund funnels
• Chargeback funnels
• Order issue resolution flows
• Work closely with the founder to:
• A/B test communication strategies
• Optimize funnels based on real data

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Data, Reporting & Weekend Updates
• Maintain accurate Google Sheets for:
• Refunds
• Chargebacks
• Win/loss tracking
• Provide weekly (weekend) performance updates, including:
• CS rep performance
• KPI status
• Refund trends
• Chargeback performance
• Communicate issues proactively with clear solutions

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Communication & Availability
• Clear, fast communicator
• Responsive when management asks questions (within reasonable hours)
• Available for weekend chargeback handling
• Stress-resistant, decisive, and proactive

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MUST-HAVE Requirements (Non-Negotiable)
• Proven experience as a Customer Support Manager or Team Lead
• Strong hands-on experience winning credit card chargebacks
• Deep understanding of dropshipping customer behavior
• Experience managing CS teams and enforcing KPIs
• Experience running weekly team calls and training reps
• Excellent written and spoken English
• Strong experience with Google Sheets & data accuracy
• Comfortable making hard decisions and enforcing standards
• Ownership mindset and stress resistance

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A-Player Only (Important)

This role is for A+ players only.

If you:
• Avoid accountability
• Rely on copy-paste templates
• Dislike managing people or enforcing standards

This role is not a fit.

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Compensation & Trial Structure
• Trial Month Compensation: USD $400
• Near full-time workload
• Performance bonuses based on:
• Chargeback wins
• Improved win-rate
• KPI improvements
• Funnel optimization results

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Trial Month Evaluation Criteria

During the trial month, we evaluate:
• Chargeback win-rate
• Quality of customer communication
• CS rep performance improvements
• Accuracy of data entry
• Ownership, leadership, and proactivity

Strong performance can lead to:
• Increased base compensation
• Higher performance bonuses
• Long-term collaboration
• Full ownership of the CS department

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Final Filter Line

We are building a high-performance team.
If you are not pushing standards higher every week, do not apply.

SKILL REQUIREMENT

Customer Support Management Data Entry Chargeback Analysis

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NXT LVL ECOM

Customer Support Manager - Fashion Dropshipping

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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