CS Team Lead / QA Manager for Shopify Ecommerce (Part-Time, Remote, Long-Term)

THE ROLE

Part-time Customer Support Manager to oversee a small team of 3 to 4 CSRs in our Shopify fashion ecommerce business. You will not answer tickets. You will make sure the people who do, do it correctly.

Our SOPs, macros, and support funnels are already built and working. We need someone to enforce them: audit tickets daily, coach CSRs, track KPIs (FRT, Resolution Time, Refund Rate, SOP compliance), and report weekly to the directors.

This is not a role to redesign our CS process. It is a role to protect the process we already have.

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DAILY (2 to 3 hours per day, 7 days per week)

- Audit a sample of Gorgias tickets against our SOP
- Coach CSRs when they deviate from process, follow up to check the behavior changed
- Track KPIs and run the weekly Risky Products Report (every Monday, 12:00 PHT)
- Weekly KPI and insights report to the company directors

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7 DAYS A WEEK. READ THIS

This role is 7 days a week, 2 to 3 hours per day. If you cannot do 7 days, please do not apply. No exceptions.

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REQUIREMENTS

- Proven experience managing or QA-auditing a CS team in ecommerce (be ready to show examples)
- Hands-on Gorgias experience, not negotiable
- Shopify ecommerce background
- Comfortable with spreadsheets and KPI numbers
- Clear, precise written English (coaching notes and executive reports)
- Process-driven. You enforce SOPs, you do not make exceptions

Bonus: fashion ecommerce experience.

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PAY

$6 to $8 USD per hour, based on proven experience. Long-term, with pay and responsibility growing as the team scales.

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HOW TO APPLY

We only review applications that follow these instructions exactly.

1. Put the word PRECISION in the subject line.

2. Answer all four questions inline in your message (no attachments):

Q1. How long have you managed or audited a CS team in ecommerce? What company, what niche, what ticket volume, and how many CSRs did you oversee? Name the employer if possible.

Q2. Describe one specific time you caught a CSR handling tickets incorrectly. How did you find it, how did you coach them, and did the behavior change?

Q3. How long have you used Gorgias, and at what ticket volume? Name one Gorgias feature most people do not know about.

Q4. Confirm you can commit to 7 days a week, 2 to 3 hours per day, long-term. List your proposed working hours in your local timezone.

3. State your hourly rate in USD.

Missing the PRECISION keyword or skipping questions = we do not review. No Loom, CV, or portfolio needed yet. We request those in round 2.