Customer Service Team Manager

We’re a fast-growing eCommerce group operating multiple brands across platforms like Shopify, Shopline, BigCommerce, and more. We’re currently seeking a Customer Service Team Manager with strong leadership experience, deep platform knowledge, and a passion for delivering excellent support experiences.

What You’ll Do:

Lead, mentor, and manage a team of 15–20 customer service agents, driving performance and accountability through KPIs and service goals.
Oversee daily support operations across 20+ eCommerce stores, brands, and campaigns, ensuring smooth execution and exceptional customer satisfaction.
Manage customer interactions across platforms such as Shopify, Shopline, BigCommerce, Aircall, and Zendesk.
Handle escalated issues promptly and professionally, working with internal stakeholders to resolve concerns quickly.
Conduct regular quality audits to ensure a consistently high level of service is provided across all channels.
Build, maintain, and improve internal SOPs, team wikis, training materials, and workflows.
Collaborate closely with the Head of Operations, providing updates, insights, and recommendations based on support data and team performance.
Monitor team schedules and coverage, ensuring round-the-clock support and minimal service gaps.
Use CS data and reports to drive process improvements and elevate the overall support experience.

What We’re Looking For:

At least 5 years of experience as a Customer Service Manager, Team Lead, or equivalent in an eCommerce environment.
Proven track record managing 15–20+ agents, preferably in a remote or distributed setup.
Experience overseeing customer support across 20+ online stores or campaigns.
Strong working knowledge of Shopify, Shopline, BigCommerce, Aircall, and Zendesk.
Excellent leadership, coaching, and conflict-resolution skills.
Analytical and data-driven, with a keen eye for identifying areas of improvement.
Strong written and verbal English communication skills.

Perks & Benefits:

Competitive salary depending on experience
Remote working setup
Opportunity to lead in a rapidly growing digital company
Supportive leadership and a collaborative work environment

How to Apply:
If you’re a motivated and experienced CS Manager who thrives in a dynamic digital environment, we’d love to hear from you!

???? Send your resume and a short cover letter to:
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Subject line: CSTEAMMAN