Customer Service Manager for E-commerce - DTC

We’re seeking a proactive and data-driven Customer Service Manager to lead our customer support team. In this role, you’ll be responsible for building efficient systems, improving team performance, and ensuring an excellent customer experience across all touchpoints.

Key Responsibilities

• Oversee day-to-day customer support operations
• Lead, coach, and develop a team of customer service agents
• Monitor and improve key performance metrics (CSAT, first response time, resolution time, tickets per hour)
• Create, refine, and optimize SOPs and workflows
• Manage escalations and resolve complex customer issues
• Collaborate closely with operations, logistics, and marketing teams

Requirements

• Minimum 1 year of experience managing a customer support team in e-commerce
• Demonstrated success as a Customer Service Manager (DTC experience preferred)
• Experience handling high-volume operations (150+ orders per day)
• Proficiency with tools such as Gorgias, Zendesk, or similar platforms
• Experience managing disputes via PayPal, Klarna, or Stripe is an advantage
• Strong leadership and people management skills
• Analytical mindset with the ability to interpret and act on performance data
• Proactive, solutions-focused approach to problem-solving