Customer Support Manager (Ecommerce, Notion Expert, Team Leadership)

About the Role
We are a fast-scaling ecommerce brand looking for a Customer Support Manager who can fully own the CS department — team, systems, KPIs, quality, and improvements. Your job is to make the CS team run smoothly so the founder no longer needs to be involved in daily operations.

This is a management and operations role, not a ticket-answering job.

Responsibilities
• Lead and develop our remote CS team
• Run weekly CS calls without the founder
• Ensure fast, accurate, high-quality ticket handling
• Build and maintain Notion dashboards, KPI trackers & SOPs
• Track performance per agent (productivity, accuracy, CSAT, refunds)
• Identify recurring issues and propose proactive improvements
• Manage refund cases, disputes, and escalations
• Communicate with fulfillment partners in China when needed
• Detect and reduce refund/return drivers
• Maintain and improve CX systems over time
• Prepare weekly/bi-weekly performance & insights reports

You Must Have Experience In:
• Managing CS teams in ecommerce
• Shopify + Gorgias (or similar support platforms)
• Stripe/PayPal disputes, chargebacks & escalations
• Building Notion systems — dashboards, SOPs, databases
• China fulfillment understanding: delays, QC, defects, timelines
• KPI management & performance reviews

Qualities We’re Looking For:
• Leadership — confident running calls & giving feedback
• Strong English communication
• Highly organized & data-oriented
• Solution-oriented thinker
• Proactive — sees problems early and prevents them
• Comfortable owning the entire department

What We Do NOT Want:
? Ticket responders
? People relying on the founder for decisions
? Managers afraid of leadership
? People who disappear when problems arise
? Data trackers without insight or action

How to Apply (Required):
Please send a Loom video showing:

Your past experience managing CS teams

A KPI tracker or report system you built

How you would lead a weekly CS call

The 3 most common CS problems in ecommerce — and how you would fix them proactively

Long-term role with growth potential into Head of Customer Experience.