Customer Support Team Captain (E-commerce | Gorgias | Remote)

Join Our Fast-Paced E-commerce Team!
We're a fast-growing e-commerce brand run like a speedboat — agile, lean, and high-performing. Our fully remote team is expanding, and we're looking for a Customer Support Team Lead who’s sharp, proactive, and ready to take full control of our support team.
This role is for someone who can manage 8 tea ---------- mbers and optimize systems in tools like Gorgias, Shopify, Aircall, and Google Sheets

Work Hours
2:00 PM – 10:00 PM Philippine Time (Sunday to Friday)
Occasional flexibility may be required depending on needs.

Your Role
- Lead and manage a remote team of 8 (full-time CS agents, telemarketers, and part-time support)
- Monitor, coach, and improve team performance (KPIs: response time, CSAT, resolution time, etc.)
- Optimize and automate workflows inside Gorgias, Aircall, Meta Business Suite, and Shopify
- Handle escalations and maintain a high-quality customer experience
- Create reports and dashboards using Google Sheets
- Conduct performance reviews and train new and existing tea ---------- mbers
- Take full ownership of customer support

Requirements
- At least 2 years of experience leading a remote customer support team
- E-commerce background required (Shopify or similar)
- Expert in Gorgias, Aircall, Google Sheets, and Meta Business Suite
- Strong communication, leadership, and problem-solving skills
- Can work independently, make decisions fast, and manage a lean team
- Comfortable working PH afternoon shift
- Fast, reliable internet and a quiet work environment

What You’ll Get
- Monthly performance bonuses based on KPIs
- Paid time off
- All-expense-paid company vacation (local or international – once a year!)
-- You can join us in Thailand! ----------
-- Or your can join us in Diniview Boracay! ----------
- Long-term opportunity with growth and leadership potential

Not for You If...
- You’ve never used Gorgias or Shopify
- You’re not confident managing a team alone
- You prefer slow, corporate environments over fast-paced decision-making

Click on this link to apply now! ----------
We're excited to have you!