Customer Service Manager – E-Commerce

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

📋 Description

• Oversee and enhance the Gorgias customer support helpdesk, which includes managing macros, workflows, automation rules, ticket triage, and ensuring response quality.

• Supervise daily customer service operations across various regions.

• Act as a liaison among customer service, fulfillment, and third-party logistics (3PL) providers to address shipping, delivery, and order fulfillment challenges.

• Handle orders, refunds, exchanges, chargebacks, and customer records within Shopify.

• Deliver weekly updates regarding order issues, refunds, exchanges, customer support activities, and service trends.

• Develop and sustain Excel reports tracking support KPIs, response times, resolution durations, order issues, customer trends, and inventory discrepancies.

• Collaborate with warehouse and inventory teams regarding stock levels, backorders, fulfillment schedules, and regional supply challenges.

• Relay information regarding orders, deliveries, inventory, backorders, and fulfillment to customers.

• Detect recurring customer issues and work together with marketing, operations, product, and fulfillment teams to implement process enhancements.

• Maintain content in the help center, including FAQs, templates, macros, and support documentation.

• Provide leadership with reports on performance metrics, recurring issues, operational risks, customer feedback, and improvement initiatives.

• Enhance workflows, helpdesk setup, reporting, customer communication, and cross-functional problem-solving.

• Offer guidance, mentoring, or support to team members in customer service.

• Execute other position-related tasks as they arise.

⛳️ Requirements

• At least 5+ years of experience in customer service, customer support operations, e-commerce support, direct-to-consumer retail, online retail, or a similar customer-facing position.

• Extensive hands-on experience with Gorgias or a similar helpdesk platform, including workflows, macros, automation, reporting, and ticket management.

• Strong working knowledge of Shopify, covering orders, refunds, exchanges, chargebacks, customer records, and app integrations.

• Experience in coordinating with 3PL providers, fulfillment partners, warehouse teams, or logistics entities.

• Practical knowledge of inventory management, stock availability, backorders, fulfillment timelines, and customer-facing updates.

• Proficient Excel skills for creating reports, tracking KPIs, monitoring trends, and identifying service or operational issues.

• Experience working across multiple regions, markets, or time zones is highly regarded.

• Excellent written communication skills with a customer-centric approach.

• Strong organizational abilities to manage competing priorities, high-volume tickets, operational challenges, and rapidly changing customer needs.

• Experience in maintaining help center content, FAQs, support templates, process notes, or customer service documentation.

• Proven track record of identifying customer pain points and enhancing processes and customer experiences.

• Experience in managing or mentoring a small customer service team is highly regarded.

• Background in health, wellness, supplements, consumer products, or rapidly growing e-commerce brands is advantageous.

• Familiarity with Klaviyo, Loop Returns, ShipStation, or similar platforms is a plus.

• A hands-on, proactive, detail-oriented approach, with comfort in leading customer service operations in a dynamic e-commerce environment.

🏝️ Benefits

• Permanent work-from-home arrangement.

• Monday–Friday schedule: 7:00 AM - 4:00 PM PHT (adjustments for daylight saving time will be made).

• Health Maintenance Organization (HMO) coverage with 2 free dependents and medical reimbursements.

• Government-mandated benefits.

• Opportunities to collaborate with leading companies in Australia and beyond.

• Training programs for career development.

• Engaging company outings, team activities, and wellness sessions.

• Supportive and inclusive workplace culture.

• Dedicated managers focused on your professional growth and success.

• Competitive salary and benefits package.

• Additional entitlements offered.

• Structured career development programs available.

• Stability, growth, and genuine care for every employee are emphasized.

• Commitment to equal opportunity, cultural diversity, and an inclusive work environment.