Customer service manager Shopify

Dear,

We run an eCommerce dropshipping business with multiple stores, and we are currently scaling a new store after Chinese New Year.

We are looking for a long-term tea ---------- mber who will step into a Customer Support Manager role from the beginning.

This position requires a minimum of 2 years of experience in a managerial role, preferably within eCommerce or customer support.

In the beginning phase of the store, you will personally handle the core customer support responsibilities (similar to a regular support agent) while we build and expand the team. As the store scales, you will transition fully into managing and leading the support team.

Important:
Although you will start by handling operational tasks yourself, you will be compensated as a manager from day one, because we are building this role for long-term leadership and growth.

We are looking for someone who wants to grow with us and help scale a new store from the ground up.

MUST HAVE KNOWLEDGE OF THESE PLATFORMS:

Shopify (eCommerce platform)
DeepL (for translation)

Responsibilities (initial phase):

Handling customer complaints
Reporting on refunds/complaints
Responding to customer emails regarding refunds, tracking numbers, FAQs
Contributing to our documentation and improving our support processes
Respond to all customer inquiries in a timely and accurate manner
We maintain an ETA of 24 hours, so you must reply within this timeframe
Demonstrate a high level of professionalism at all times

Responsibilities (growth phase):

Building and managing the customer support team
Training new support agents
Improving workflows and KPIs
Monitoring performance and maintaining high customer satisfaction
Scaling support operations as the store grows

Applicant needs to:

Speak fluent English (written and verbal)
Have a minimum of 2 years of experience in a managerial position
Have experience in Customer Support
Be available for weekly team calls
Be organized, motivated, and willing to learn and grow
Be available to join immediately

Availability:

Be available for a minimum of 10–18 hours per week in the early stage.
When the store scales and reaches higher volume, you will be required to transition to full-time (required).

The secret word is pineapple. If you don't mention this first in your application, it will not be read.

Please respond by telling me what similar managerial experience you have had before, how you have helped scale teams or operations, and why you think you are a strong fit for this role.

We look forward to your proposal.

Thank you.