Customer Support Manager – Shopify, ParcelPanel & Commslayer

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: TYPE OF WORK

Full Time

: SALARY

6

: HOURS PER WEEK

40

: DATE UPDATED

Oct 24, 2026

JOB OVERVIEW

We are a fast-growing DTC e-commerce brand looking for an experienced Customer Support Manager to take ownership of our customer support operations.

We’re looking to build a long-term working relationship with someone who wants to grow with us. As our business expands, you’ll have opportunities to take on more responsibility and build and lead a larger customer support team.

ABOUT THE ROLE

You will initially handle all customer support yourself while managing the daily operation. We plan to hire an additional Customer Support Representative soon, who will report directly to you. Previous experience managing and training customer support staff is therefore required.

We need someone who takes initiative, keeps a clear overview of everything happening, and follows every issue through to resolution. You should proactively identify order and shipping problems before customers need to contact us.

YOUR RESPONSIBILITIES

• Handle daily customer inquiries through Commslayer, including order updates, delivery issues, returns, refunds, cancellations, and subscription questions, following our company policies.
• Check open and unfulfilled orders in Shopify daily and investigate anything that needs attention.
• Monitor shipments through ParcelPanel to identify delayed packages, missing tracking updates, failed delivery attempts, and packages that have not arrived.
• Proactively contact customers about order or delivery issues and keep them informed until the issue is resolved.
• Coordinate with our fulfillment partner to resolve shipping delays, missing packages, incomplete addresses, and other order issues.
• Maintain a clear overview of unresolved tickets, outstanding order issues, and follow-ups so nothing gets overlooked.
• Follow up consistently with customers and fulfillment partners until each case is resolved.
• Create and improve support procedures, response templates, and daily checklists.
• Onboard, train, and manage our next Customer Support Representative, including assigning tasks, reviewing responses, and providing feedback.
• Monitor response times, ticket backlog, and recurring complaints, and identify ways to improve the customer experience.
• Provide the owner with a concise daily update covering important issues, actions taken, and anything requiring a decision.

REQUIREMENTS

• Previous customer support experience with a Shopify e-commerce business.
• Hands-on experience with Shopify, ParcelPanel, and Commslayer. Experience with all three is required.
• Proven experience managing, training, or supervising customer support staff.
• Excellent written English and the ability to communicate clearly, professionally, and empathetically.
• Strong organizational skills and attention to detail when managing orders, tickets, and follow-ups.
• Confidence handling complaints and resolving difficult customer situations.
• Ability to work independently, prioritize urgent issues, and recognize when something needs to be escalated.
• Willingness to personally handle the full support workload during the initial stage.

Experience with subscription-based e-commerce is a plus.

WHAT WE OFFER

• A long-term opportunity with a fast-growing DTC brand.
• Direct collaboration with the business owner.
• Ownership of the customer support operation and the opportunity to improve how it runs.
• Opportunities for professional growth, increased responsibility, and team leadership as the business expands.

SKILL REQUIREMENT

Ecommerce Customer Service English

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Customer Support Manager – Shopify, ParcelPanel & Commslayer

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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