Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead and optimise the support operations of our eCommerce subscription business. This remote, full‑time position requires strong leadership, strategic thinking, and excellent English communication skills.

Key responsibilities

• Lead, train and mentor a team of customer service agents.
• Identify root causes of recurring issues and implement long‑term solutions.
• Develop and maintain SOPs to ensure efficiency and consistency.
• Provide timely support via email and chat for website, account, subscription, order and payment queries.
• Oversee end‑to‑end order fulfillment to guarantee accuracy and timely delivery.
• Use tools such as Shopify, Recharge, Rebuy and Gorgias CRM to manage interactions.
• Collaborate with marketing, product and fulfillment teams to align strategies.
• Create performance reports with data analytics and improve processes.
• Develop self‑service resources like help‑center articles and FAQs.

Required profile

• Bachelor’s degree in Business Administration, Communications or related field.
• Minimum 5 years of experience managing customer service teams, preferably in e‑commerce or subscription environments.
• Proven leadership and coaching abilities.
• Strong problem‑solving and analytical mindset.
• Ability to work independently and as part of a collaborative team.

Required skills

• Proficiency with Gorgias CRM.
• Experience using Shopify e‑commerce platform.
• Familiarity with subscription management tools such as Recharge.
• Knowledge of Rebuy or similar internal tools.
• Competence with data analytics tools for performance tracking.
• Microsoft Office Suite and Google Workspace.