Customer Service Manager

We are looking for a highly organized and experienced Customer Service Manager to lead our growing customer support team. The ideal candidate will have proven experience in managing CS teams and building customer service systems.
About Us:
We are a successful e-commerce brand in the health niche. Committed to delivering exceptional customer experiences. We're looking for a dedicated manager to take our customer service to the next level.
Key Responsibilities:

Lead and manage our customer service team, including hiring and training new tea ---------- mbers
Ensure all customer inquiries are responded to within 12 hours
Develop and continuously update Standard Operating Procedures (SOPs)
Handle complex returns and escalated customer issues
Monitor and respond to Trustpilot reviews
Set up and manage post-purchase surveys
Generate and analyze customer service metrics and reports
Monitor and process chargebacks, maintaining accurate refund documentation
Build and maintain our Help Center
Implement and optimize customer service tools and systems

Required Qualifications:

Minimum 4 years of experience specifically as a Customer Service Manager
3+ years of customer service experience
Proven experience with Shopify admin and customer service management
1+ years of team management experience
Strong English communication skills (written and verbal)
Experience with customer service platforms (Gorgias knowledge is a plus)
Excellent organizational and documentation skills
Strong problem-solving abilities
Experience with metrics tracking and reporting
Ability to work independently and make decisions

Desired Skills:

Experience with e-commerce customer service
Knowledge of Help Center creation and maintenance
Background in developing SOPs and training materials
Experience with Trustpilot or similar review platforms
Familiarity with chargeback management
Experience with Hubstaff and GrooveHQ is a plus
Knowledge of Shopify platform

Work Details:

Rate: $10 per hour
Long-term opportunity with room for growth
Must be able to communicate during standard business hours
Must have stable internet connection and quiet workspace

To Apply:
Please include:

Your relevant experience, specifically highlighting your role as a Customer Service Manager
Examples of CS teams you've managed
Your approach to maintaining high customer satisfaction
Your experience with Shopify
Your available working hours
How you would handle a challenging customer service situation

At the end of your application, please include the word "lion" so we know you've read the entire job description carefully.
We look forward to welcoming a dedicated professional to our team!