Elite Customer Service Manager

DO YOU HAVE WHAT IT TAKES?

We're not here to waste time. We run a high-impact, high-growth e-commerce brand that’s scaling fast. We need a Customer Service Manager who can lead our team to excellence and extreme perfectionism. If you’re slow, unmotivated, or need someone to hold your hand – this is NOT for you.

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WHAT YOU’LL BE DOING

• Leadership & Team Management – Guide, train, and push the CS team to provide top-tier service. No excuses, only execution.
• Monitor & Improve Service Quality – Ensure customers receive fast, professional, and effective responses at all times.
• Reduce Complaints & Chargebacks – Track dispute trends, analyze root causes, and implement proactive solutions to eliminate issues before they happen.
• Performance Analysis on Gorgias – Review team performance at least 3x per week, ensuring every response meets our standards.
• Real-Time Customer Interaction Oversight – Constantly monitor tickets, social media DMs, and public comments to ensure flawless communication.
• Direct Chargeback & Escalation Management – Handle PayPal, Klarna, and Shopify disputes, track patterns, and implement data-driven improvements.

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QUALIFICATIONS – ONLY APPLY IF YOU MEET THESE

• Proven Leadership – You’ve managed customer service teams before and delivered measurable results. No first-timers.
• Problem-Solving – You don’t just answer complaints; you eliminate the root cause before it happens again.
• Gorgias & Shopify Expertise – You know these platforms inside out and can optimize workflows efficiently.
• Data-Driven Decision Making – You track KPIs, analyze customer trends, and continuously improve operations.
• Extreme Ownership – You take full responsibility for CS performance. If something isn’t working, you fix it.
• Fluent English Communication – Both written and spoken, you can handle high-stakes customer interactions with absolute precision.

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DO NOT APPLY IF...

• You are looking for a casual job with no pressure.
• You don’t handle feedback well or make excuses.
• You are slow, disorganized, or lack initiative.
• You need hand-holding and constant reminders.
• You think customer service is just about answering emails.

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WHAT YOU GET

• Competitive salary with performance-based bonuses.
• Work in a fast-growing, multimillion-dollar brand.
• Clear path for promotion and career growth.

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HOW TO APPLY

1. Your Portfolio – Send examples of your best work (successful customer support strategies, KPI improvements, or leadership experience).

2. Send a 2-minute video explaining:
- Your experience managing customer service teams.
- How you’ve improved customer support KPIs in the past.
- Why you're the best fit for this role.

If you do not submit both, you will not be considered.

Include "I am a great leader" at the start of your application, or you won’t be considered.

This is your shot to join a team that’s setting new industry standards. If you think you’re up for it, apply now. If not, don’t waste our time.