Customer Service Manager | eCommerce Dropshipping Brand

Dear Candidate,

We run an eCommerce dropshipping brand across various countries and are looking for a Customer Service Manager to join our team. This role offers long-term growth opportunities for those who take initiative and contribute positively to our company.

As Customer Service Manager, you will lead our support team, improve internal processes, and ensure that our customers receive top-tier service. You’ll work within a structured system that becomes easy to manage once you're familiar with the workflow.

Required Platform Knowledge:
- Shopify (eCommerce platform)
- Slack or ---------- (for internal communication)
- DeepL (for translation)
- ChatGPT
- ReAmaze (or a similar ticketing system)

Your Responsibilities:
- Lead and manage the customer support team
- Handle escalated complaints, refunds, and chargebacks
- Monitor and report on disputes, refunds, and customer feedback trends
- Improve support workflows, SOPs, and training materials
- Ensure customer inquiries are answered within 3 hours
- Train and mentor new and existing support agents
- Maintain a high level of professionalism and efficiency in all interactions

What We Offer:
- Video training and SOPs to guide your onboarding
- Direct access to our Leadership Team
- Long-term career growth opportunity
- Part-time to start, growing into a full-time role (40–50 hours/week)

Who We’re Looking For:
- Fluent in written and spoken English (MUST)
- Minimum 2 years experience managing a customer support team (MUST)
- Experience in a dropshipping brand (MUST)
- Strong knowledge of chargebacks and PayPal disputes (MUST)
- Able to train, lead, and hold a team accountable (MUST)
- Experience creating reports on disputes, refunds & high-return products (Preferred)
- Available 7 days a week (MUST)
- Flexible to work in both NY and EU time zones (MUST)
- Available full-time (40–50 hours/week) and ready to start immediately (MUST)

Application Requirements:
To be considered, you must start your application with the word “TANZANIA” (to confirm you’ve read this listing).

Answer the following questions:
- Do you have experience with dropshipping brands and Shopify? (Do not apply if you don’t.) Mention which brands.
- Do you have experience with ReAmaze? Or another ticketing software—if so, which one?
- Have you handled chargebacks & PayPal disputes? Please explain.
- Have you trained and led a customer support team? Please explain.
- Have you created reports on disputes, refunds, or high-return products? Please explain.
- Are you available 7 days a week?
- What is your hourly rate?
- Are you flexible to switch between US / EU time zones if needed?
- Do you have experience in Supply Chain?

Attach your up-to-date CV, clearly showing your experience managing customer support for dropshipping brands (preferably in health or beauty niche).

Applications without the keyword and answers above will not be considered.

We look forward to your application!

Thank you.