Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead our eCommerce subscription business remotely. You will oversee a team of agents, drive process improvements, and ensure high levels of customer satisfaction across email and chat channels.

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 for consistent, efficient support.
• Handle customer inquiries related to website functionality, accounts, subscriptions, orders, and payments.
• Oversee end‑to‑end order fulfillment to guarantee accuracy and timely delivery.
• Collaborate with marketing, product, and fulfillment teams to align service strategies.
• Create performance reports using data analytics to spot trends and drive improvements.
• Maintain self‑service resources such as help‑center articles and FAQs.

Required profile

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 5 years of experience managing customer service teams, preferably in e‑commerce or subscription models.
• Proven leadership and coaching abilities.
• Strong analytical mindset and problem‑solving skills.
• Excellent written and verbal English communication.

Required skills

• Gorgias CRM
• Shopify e‑commerce platform
• Recharge subscription management
• Rebuy tools
• Data analytics tools (unspecified)
• Microsoft Office Suite
• Google Workspace