Ecommerce Customer Service Manager
Remotemid
Customer SupportCustomer Service Representative
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Quick Summary
Overview
About the Role: We are seeking an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives for a growing ecommerce business.
Technical Tools
Customer SupportCustomer Service Representative
About the Role:
We are seeking an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives for a growing ecommerce business. The ideal candidate has strong experience in customer experience management, subscription-based businesses, team leadership, and helpdesk operations.
Core Tasks:
- Monitor inbox to assist customers, answer questions, and escalate issues when needed
- Act as a point of escalation to difficult customer support scenarios
- Hold daily / weekly standups with CX team to review blockers, wins, new info, etc
- Manage and monitor a team of 7 customer service staff
- Produce and deliver ongoing, ad-hoc training for the team as needed
- Produce daily, weekly and monthly customer service reports
- Assist the team with troubleshoot issues with account support
- Proactively look for negative reviews and escalate to brand management
- Build out role-related SOPs and FAQs for faster and more accurate team responses
- Assist with other tactical ecommerce-related tasks as needed
Must-Haves:
- 5+ years experience in an ecommerce CX role (management experience preferred)
- 3+ years experience with Gorgias for helpdesk management (or similar tool)
- Hands on experience working with subscription-based business
- Strong (C-level) verbal and written English communication skills
- Intermediate skills with Google Sheets/ Excel for basic reporting
- Familiarity with slack and Zoom for internal team coordination / communication
- Ability to work full-time EST
Nice-to-Haves:
- Background with the supplements vertical (or similar)
- 1+ years experience with Monday (or similar PM tool)
Location & Eligibility
Where is the job
Worldwide
Fully remote, anywhere in the world
Who can apply
Same as job location
About this job
- Posted
- 1 day ago
Listing Details
- Posted
- October 21, 2026
- First seen
- October 21, 2026
- Last seen
- October 21, 2026
Posting Health
- Days active
- 0
- Repost count
- 0
- Trust Level
- 61%
- Scored at
- October 22, 2026
Signal breakdown
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External application
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