Customer Service Manager – E-commerce, 3PL & Automation

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Take ownership of SLAs (first response, resolution, backlog) across all client accounts in Gorgias.

• Implement a weekly ticket sampling and quality assurance coaching framework aimed at achieving a 90%+ quality score by Month 3.

• Set up and continuously optimize Gorgias AI helpdesk automation, which includes intents, flows, self-service features, and proactive tracking notifications.

• Target a ticket deflection range of 40–60% and decrease WISMO volume by 20–30%.

• Monitor and report monthly metrics per client, such as tickets per 1,000 orders, cost per ticket inputs, and deflection rates.

• Plan pod capacity and facilitate new client onboardings without compromising ongoing service quality.

• Implement an exception taxonomy and ensure fulfillment, stock, courier, or billing errors are routed to responsible operational owners on the same working day.

• Generate a weekly leadership report detailing operational exceptions and their root causes.

• Guide the Pod Leader in floor operations, managing agent schedules, and conducting performance reviews.

• Develop and sustain the department’s operational framework, including SOP and macro libraries, Notion knowledge base, and client playbooks.

• Monitor compliance gate status per client, encompassing Data Processing Agreements, risk assessments, and second-line escalations.

• Ensure no live client data is processed until full clearance is granted.

⛳️ Requirements

• A minimum of 4 years of customer service experience in e-commerce, retail, or logistics, including at least 2 years of direct team or team leader management.

• Practical experience in configuring and managing contemporary helpdesk platforms (such as Gorgias, Zendesk, Freshdesk, or equivalent), including SLA configurations, macros, tagging, and automated reporting.

• Direct experience in setting up helpdesk AI/automation workflows (chat flows, intents, self-service portals, proactive tracking).

• Demonstrated experience in establishing or managing a documented quality assurance scoring and coaching framework.

• C1 Level or higher proficiency in English (both written and verbal).

• Exceptional written communication skills for managing UK client brand interactions and participating in executive video calls.

• Comfort in working with unit economics metrics (tickets per order, cost per ticket, deflection rates) and presenting data-driven performance dashboards.

• Availability for full shifts during UK business hours (09:00–17:00 UK time).

• Preferred: Experience in BPO/outsourced multi-client management, familiarity with 3PL/shipping failure modes, and proficiency in Notion workspace tools.

🏝️ Benefits

• Competitive salary package reflecting senior management experience.

• Direct operational leadership role serving high-growth UK/European e-commerce accounts.

• Fully remote flexibility supported via IBMC facility/Bali operations hub.

• Structured onboarding framework with clear performance targets for the first 30, 60, and 90 days.