Experienced Backend Manager for multi 7-figure Dropshipping Company

We are an e-commerce dropshipping business operating across multiple international markets. We are currently seeking a dedicated and ambitious Backend Manager to join our team full-time and play a key role in managing our operational departments for the long-term. This position is ideal for someone who is highly motivated, performance-driven, and eager to grow within a team of goal-oriented professionals striving to reach outstanding results.

Role Overview:
As Backend Manager, you will be responsible for overseeing three core areas:
- Customer Support Management
- Supply Chain Operations
- Disputes and Chargebacks Handling

You will lead the Customer Support and Supply Chain teams, ensuring that each department meets its KPIs. You will have full ownership of the Disputes department.

Required Experience
- Minimum 1 year in a managerial role
- Experience with ticket handling, Shopify chargebacks, and PayPal disputes
- At least 2 years of experience in Customer Support
- Experience with communication towards suppliers

Key Responsibilities:

1. Customer Support
- Train Customer Support (CS) agents to improve quality and consistency
- Monitor daily tickets and provide feedback to agents
- Write detailed weekly reports outlining key achievements and areas for improvement
- Implement strategies to reduce refund rates
- Create and optimise macros within Gorgias
- Proactively suggest improvements to processes and tools
- Personally handle escalated tickets that CS agents cannot resolve

2. Supply Chain Management
- Review product quality check videos provided by suppliers
- Monitor complaint rates and address recurring issues directly with suppliers
- Provide detailed feedback for your subordinates
- Identify and implement improvements across the supply chain

3. Dispute Management
- Respond to and win PayPal disputes
- Handle and fight Shopify chargebacks
- Continuously optimise the dispute process and documentation

Tools You Will Use:
- Gorgias (Support help desk)
- Shopify (E-commerce platform)
- Slack and ---------- (Communication with the team and suppliers)
- DeepL (Translations)
- PayPal (Disputes)
- Google Sheets (Data tracking and reporting)
- ChatGPT (Operational assistance)

General Requirements
- Fluent in English (spoken and written)
- Must be available for weekly team calls
- Must be available full-time (40+ hours per week)
- Not currently employed in another full-time job
- Able to start immediately
- Must be eager to learn, open to feedback, and motivated to grow

What We Provide
- 1-on-1 coaching from our COO
- Comprehensive video training materials
- Google sheet documents for a smooth workflow
- Clear and detailed SOPs for all processes

If you do not meet the minimum requirements, we kindly ask you not to apply. If you believe this position is a good fit for you and you’re excited to work in an ambitious team, please complete this Google Form: ---------- . If your profile fits, we will reach out to schedule an interview.

Thank you,
Miguel Ramdas
COO