Hiring Senior Customer Support Manager (Fashion Dropshipping) – Help Us Keep Scaling to Multiple 7-Figures

We run multiple fast-growing e-commerce fashion stores in the US market, powered primarily by Google Ads. Generated multiple 7-figures in revenue in 2025 and we are building a long-term operation with strong systems, high customer satisfaction, and a culture where the team grows as the business grows.

Customer support is a core lever in our business. It impacts refunds, chargebacks, customer trust, and profitability. We are looking for an experienced Customer Support Manager who can take ownership of the department, lead a team, improve performance, and build systems that scale.

Role Overview
You will own customer support operations end-to-end. Your job is to ensure our customers receive fast, clear, high-quality support while protecting the business through strong SOPs, dispute prevention, refund controls, and process improvements.

You will manage agents, set standards, track KPIs, audit quality, and continuously improve workflows. We want someone who has done this before in a high-volume e-commerce/dropshipping environment and knows how to keep support clean and profitable at scale.

What You’ll Do
- Take full ownership of the customer support department (daily operations + strategy)
- Manage and train customer support agents (hiring, onboarding, coaching, performance)
- Build and improve SOPs for common issues: delivery, refunds, returns, sizing, order changes, complaints
- Track and improve KPIs: response time, resolution time, CSAT, refund rate, chargeback/dispute rate, repeat complaints
- Reduce chargebacks by improving communication, proactive outreach, and escalation handling
- Improve helpdesk setup (Gorgias preferred) including macros, tags, automations, rules, and templates
- Coordinate with fulfillment/suppliers to resolve shipping issues quickly and keep tracking clean
- Deliver weekly reporting: issues trends, root causes, what we fixed, what needs attention next
- Act like an operator: identify leaks, propose solutions, and execute

Requirements (Must Have)
- Proven experience as a Customer Support Manager in e-commerce (fashion/apparel preferred)
- Experience with the dropshipping model (shipping delays, tracking issues, refunds, replacements)
- Strong knowledge of dispute and chargeback prevention (Shopify payments, PayPal disputes, etc.)
- Experience managing a team (quality control, coaching, setting metrics)
- Excellent written English and calm, professional communication
- Strong organization and attention to detail
- Experience using helpdesk tools (Gorgias preferred)

Nice to Have
- Experience supporting Google Ads stores (higher intent, high volume)
- Experience building automated flows, macros, and self-serve help centers
- Familiar with Shopify, order management, tracking systems, chargeback platforms

Why Join Us
- High-growth business with long-term vision and serious execution
- You will have real ownership and decision-making power
- Stable, respectful environment with strong values and culture
- Opportunities to grow into Head of Support / Operations as we scale
- We care about the team, and we reward performance

To Apply (Important) :

- Send your resume and a short summary of your experience managing customer support in e-commerce fashion stores.
- Also reply with the word WINNER at the start of your message so we really filter to the best candidates.

Excited to hear from you! Thank you.