Customer Success Manager (eCommerce & Zendesk Expert)

We're an eCommerce brand looking for a Customer Success Manager to lead and optimize our support operations using Zendesk. This is a long-term, part-time to full-time role for someone who has experience managing customer support teams of up to 10 agents, and a deep understanding of eCommerce customer service best practices.

We’re not just looking for someone to keep the wheels turning — we want a proactive leader who can analyze, optimize, and elevate the customer experience.

Responsibilities:

Team Management

Supervise and support a remote team of up to 10 customer service agents

Conduct performance reviews, training, and ongoing feedback

Schedule shifts and ensure SLA compliance

Zendesk Ownership

Set up and optimize workflows, triggers, macros, and automations

Create and maintain useful dashboards and reports

Ensure the system is running efficiently and agents are fully utilizing Zendesk

Customer Experience Strategy

Monitor and improve CSAT, response/resolution times, and ticket deflection

Develop or improve help center content and FAQs

Manage escalations and handle VIP/support-sensitive situations

Process Improvement

Identify recurring issues and work on cross-functional solutions

Streamline returns, refunds, and other post-purchase support processes

Maintain and improve SOPs

Requirements:
3+ years in a Customer Success/Support Manager role

Experience leading remote teams of up to 10 agents

Advanced knowledge of Zendesk (admin experience preferred)

Strong background in eCommerce customer support

Excellent written English and communication skills

Highly organized, proactive, and solutions-oriented


Please complete this questionnaire wil take 10-15 minutes (otherwise we'll not consider your application): ----------