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 role offers real growth potential, both mentally and financially, for people who take ownership and perform at a high level.

This is not a junior CSR role.

You will operate as a hands-on Customer Service Manager. You will actively resolve tickets yourself and support a small customer service team when questions or edge cases 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 long-term brands, not short-term stores.

We are looking for someone who thinks independently, executes fast, follows SOPs precisely, and takes responsibility 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 and decisively
-Comfortable supporting and guiding a small customer service team
-High reliability and strong sense of ownership

What you will do
-Handle customer inquiries via email and chat
-Resolve tickets yourself on a daily basis
-Manage refunds, replacements, disputes, and chargebacks
-Work inside Shopify to manage orders and customer issues
-Follow SOPs accurately while applying judgment when needed
-Support the team when questions or complex 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 logistics escalation before issues reach the customer

What we offer
-Hourly rate starting at $5–$6
-Performance-based pay increases
-Clear path to Customer Service Manager with increased responsibility and compensation
-Long-term role for high performers who operate 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, think ahead, and consistently deliver high-quality results without being micromanaged.