Customer Service Manager
Location
United States + 1 moreAll locations: United States, Australia
Posted
5 days ago
Salary
Not specified
Job Description
Role Description
We are seeking a Customer Service Manager to lead and improve the customer experience for a fast-growing ecommerce brand. This role is responsible for managing inbound support operations, ensuring high-quality customer communication, and helping maintain smooth coordination between customer service, fulfillment, and internal teams.
The ideal candidate has strong experience managing customer support in an ecommerce environment and is comfortable identifying operational issues that impact customer experience. This role is primarily focused on customer service leadership but will also involve operational coordination with logistics, fulfillment partners, and internal stakeholders.
While the primary focus of the role is customer service leadership, the position will also work closely with fulfillment and operational teams and may grow into broader operational responsibilities as the company scales.
Qualifications
- 3+ years of customer service experience in an ecommerce or product-based business
- Experience managing or improving customer support operations
- Strong verbal and written English communication skills
- Comfortable handling customer phone calls with US and Australian customers
- Experience using CRM or support tools (Gorgias, Zendesk, Freshdesk, or similar)
- Strong organizational and problem-solving skills
- Ability to manage escalations and maintain a positive customer experience
Requirements
- Experience supporting ecommerce brands with international customers
- Familiarity with Shopify or ecommerce platforms
- Experience coordinating with fulfillment partners or logistics teams
- Operations or process improvement experience within ecommerce environments
Company Description
Job Requirements
- 3+ years of customer service experience in an ecommerce or product-based business
- Experience managing or improving customer support operations
- Strong verbal and written English communication skills
- Comfortable handling customer phone calls with US and Australian customers
- Experience using CRM or support tools (Gorgias, Zendesk, Freshdesk, or similar)
- Strong organizational and problem-solving skills
- Ability to manage escalations and maintain a positive customer experience
- Experience supporting ecommerce brands with international customers
- Familiarity with Shopify or ecommerce platforms
- Experience coordinating with fulfillment partners or logistics teams
- Operations or process improvement experience within ecommerce environments
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