Head of Customer Support & Order Issue Manager for E-commerce (Dropshipping Experience Required)

We’re looking for a highly organized and experienced Head of Customer Support & Order Issue Manager to lead our small CS team and handle all order-related issues (refunds, replacements, shipping delays, supplier coordination, etc.).

You’ll be the main point of contact for our two Customer Support Representatives (serving Slovakia and Romania) — and the bridge between support, suppliers, and management.

We need someone who’s already familiar with the dropshipping ecosystem, understands how suppliers and shipping work, and knows how to keep customers happy even when things go wrong.

Responsibilities
- Lead, train, and monitor two CS agents (ensure tone, speed, and quality).
- Handle escalated customer cases (missing parcels, delays, damaged or wrong items).
- Communicate directly with suppliers and shipping agents to resolve issues.
- Process refunds, replacements, and chargebacks.
- Maintain Google Sheets / Trello boards for order issue tracking.
- Prepare a weekly report on CS performance and open cases.
- Suggest process improvements to reduce refund rate and increase efficiency.

Requirements

? Proven experience in E-commerce / Dropshipping customer support (Shopify preferred).

? Experience communicating with suppliers (AliExpress, CJ Dropshipping, or private agents).

? Strong English communication (both written and spoken).

? Excellent organizational and problem-solving skills.

? Able to manage and motivate a small CS team.

? Experience with tools like: Shopify, Gmail, Trello, Google Sheets, Slack.

???? Bonus: Experience as Head of CS, Team Lead, or Order Issue Manager.


? Work Schedule

part-time (Monday–Saturday

Flexible hours, but must overlap 2–3 hours daily with European time (GMT+1).

???? Salary Range

$5 an hour (this could be negotiable if you're really experience. $400–800 USD/month (depending on experience and worked hours)

bonuses for performance, low refund rate, and quick resolution time.

???? Why Work With Us

Stable long-term position with a growing European fashion brand.

Friendly international team (2x CS from Philippines and I'm from The Netherlands)

Clear structure and supportive management — no chaos, no micromanagement.



???? How to Apply

Please include the following in your application:

Short introduction-video (who you are + experience with dropshipping CS).

Which tools you’ve worked with (Shopify, Trello, Google Sheets, etc.).


???? Job Type: Part-time, Remote
Start Date: ASAP