Senior Customer Service Lead – E-commerce / Dropshipping (Hands-on + Team Lead)

Customer Service Lead – E-commerce Dropshipping (Remote)

Important: read the WHOLE job post before applying.

This is not a junior CSR role.

You will act as a hands-on Customer Service Manager. You will solve tickets yourself and support a small customer service team when questions arise.

We run fast-growing D2C e-commerce dropshipping brands currently doing around $100,000 per month, with a clear trajectory toward $1,000,000 per month. We are building real brands, not short-term stores.

We are looking for someone who thinks independently, executes fast, follows SOPs precisely, and takes ownership without needing constant direction.

What we are looking for
-Proven experience in dropshipping customer service (hard requirement)
-Strong experience working with Shopify
-Excellent English communication, written and spoken
-High working pace while maintaining quality
-Ability to understand, follow, and correctly execute SOPs
-Sharp, proactive mindset
-Ability to solve problems independently
-Comfortable supporting and guiding a small customer service team
-High reliability and strong sense of responsibility

What you will do
-Handle customer inquiries via email and chat
-Solve tickets yourself on a daily basis
-Manage refunds, replacements, disputes, and chargebacks
-Work inside Shopify to manage orders and customer issues
-Follow SOPs accurately and consistently
-Support the team when questions or edge cases arise
-Escalate to Julian only when necessary
-Proactively identify issues and improve customer service workflows
-Monitor supply chain and fulfillment flow when needed, including delayed shipments, stuck tracking, supplier follow-ups, and escalation of logistics issues before they turn into customer complaints

What we offer
-Hourly rate starting at $5–$6
-Pay increases based on performance
-Clear growth path to full Customer Service Manager
-Long-term position for top performers who work independently

HOW TO APPLY
APPLICATIONS ARE ACCEPTED ONLY VIA THE FORM BELOW.
APPLICATIONS SENT THROUGH ONLINEJOBS MESSAGES WILL NOT BE REVIEWED.

THIS APPLICATION REQUIRES APPROXIMATELY 25 MINUTES TO COMPLETE AND INCLUDES A REQUIRED LOOM VIDEO SUBMISSION.
DO NOT APPLY UNLESS YOU ARE WILLING TO COMPLETE THE FULL PROCESS.

APPLICATION LINK
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This role is for people who take ownership, act without waiting for instructions, and consistently deliver high-quality results.