Sr. Customer Service (5+ Years Experience) – D2C Customer Service Operations (Shopify Expert)

Please apply if you have experience more than 5 years.

Company: KIM.CC

Job Type: Full-Time | Remote (Work from Home)

About KIM.CC

KIM.CC is a global operations and customer experience partner supporting fast-growing Direct-to-Consumer (D2C) eCommerce brands. We specialize in building structured, scalable customer support operations that help brands deliver exceptional customer experiences while maintaining operational efficiency.
Our team works closely with international Shopify brands, helping them scale through strong processes, documentation, and performance-driven support systems. We are looking for a Lead Agent who can take ownership of client operations and help build systems that scale, not just manage daily tickets.

About the Role

This is a senior individual contributor role, not a traditional team lead position. As a Lead Agent, you will own assigned D2C client accounts end-to-end, ensuring operations are structured, documented, and consistently performing at a high level.
You will act as the operational backbone for client accounts by building SOPs, improving workflows, enabling agents through knowledge systems, and ensuring smooth day-to-day support performance. This role is ideal for someone who thinks in processes and systems, enjoys creating structure, takes accountability for outcomes, and thrives in fast-moving eCommerce environments.

Key Responsibilities

Account Ownership & Process Excellence
Fully own operational workflows for assigned Shopify D2C accounts


Create and maintain complete SOP documentation across all processes


Ensure zero dependency on undocumented knowledge


Update SOPs within 48 hours of operational changes


Identify operational gaps and implement improvements


Training & Knowledge System Development
Build structured training manuals for each client account


Create case scenario libraries and workflow references


Document edge cases, exception handling, and escalation logic


Enable agents to independently resolve the majority of support tickets


Shopify D2C Operations Management
Manage order workflows, refunds, and exchanges


Handle RTO and COD processes


Support subscription management and payment issue resolution


Coordinate with shipping and logistics teams


Manage helpdesk platforms such as Gorgias, Zendesk, or Freshdesk


Operational Monitoring & Reporting
Monitor ticket volumes and workload patterns


Anticipate operational risks and peak volumes


Share daily and weekly performance insights


Recommend proactive operational improvements


Business Continuity Support
Step in during agent absences when required


Maintain uninterrupted support coverage


Ensure consistent service quality during staffing gaps


Required Experience
5–7 years of experience in Customer Support or D2C Operations


Strong hands-on Shopify experience (required)


Experience managing D2C workflows including returns, COD, RTO, and subscriptions


Familiarity with helpdesk platforms such as Gorgias, Zendesk, or Freshdesk


Proven experience creating SOPs and operational documentation


Strong analytical and organizational skills


Excellent written English communication skills


Ideal Candidate Profile
You think in scalable systems rather than individual tickets and are highly organized with strong documentation habits. You take ownership without needing constant supervision, proactively identify risks, and are confident working with international teams and clients. You enjoy continuously improving processes and building structure within operations.