Customer Support Manager (Dropshipping)

We run fast-growing E-commerce dropshipping stores focused on the US market and are currently expanding our operations.
We are looking for an experienced Customer Support Manager who has previously managed customer support within a dropshipping business.

?? Please only apply if you have experience as a Customer Support Manager or Team Lead in a dropshipping company.

Experience in traditional e-commerce, SaaS, or other industries does not qualify for this role, as dropshipping customer support requires specific operational knowledge.
Please use the word “Mango” in your application.

About the Role
This is not a standard customer support position.

You will work directly with the founder to build, structure, and scale the entire customer support department.
Our current team consists of:
- 1 Customer Support Team Lead
- 1 Customer Support Agent (Email Support)


Your role will be to create the structure needed for the team to grow efficiently.
As the company scales, the customer support department will expand into multiple functions and teams. You will help design this structure and ensure the team operates efficiently and professionally.

Tools & Platforms
Our current support stack includes:
- Re:amaze – Ticket management system
- Shopify – E-commerce platform
- ---------- – Internal communication
- Hubstaff – Hours tracking
- Various Shopify apps and tracking tools

Experience with these tools is required for this role.

Responsibilities
Department Leadership
- Managing the customer support department
- Overseeing and supporting Customer Support Team Leads
- Ensuring team leads effectively manage their agents
- Building and structuring the support department as the team grows
- Hiring and onboarding new support agents when needed
Team Management
- Organizing and leading weekly tea ---------- etings
- Maintaining clear communication across the team
- Creating a respectful and professional team environment
- Ensuring strong collaboration between tea ---------- mbers
Systems & Processes
- Building and improving SOPs
- Structuring workflows inside Re:amaze
- Optimizing macros, automations, and ticket handling
- Improving internal communication processes
Process Improvement & Initiatives
- Identifying inefficiencies in the support workflow
- Researching new tools, systems, or automations
- Proposing and implementing improvements
- Continuously optimizing customer support operations
We expect the Customer Support Manager to take initiative and actively improve the support department.
Reporting & Performance Monitoring
- Preparing weekly performance reports
- Monitoring support metrics such as response times and ticket volume
- Identifying trends in customer issues
- Providing insights and recommendations to the founder

Required Experience
Applicants must have:
- Proven experience as a Customer Support Manager or Team Lead in a dropshipping company
- Experience managing customer support teams in high-volume dropshipping stores
- Strong experience with Re:amaze
- Experience managing team leads and support agents
- Deep understanding of dropshipping customer service challenges


Applications without dropshipping management experience will not be considered.
What We're Looking For
- We are looking for someone who:
- Has strong leadership and management skills
- Takes ownership and responsibility
- Is highly organized and structured
- Understands the operational side of dropshipping
- Is proactive and takes initiative to improve systems
- Communicates clearly and professionally
- Can manage both people and processes
- You should feel comfortable building systems, managing teams, and scaling operations.

Availability
- Full-time position (40 hours per week)
- Long-term collaboration
- Available for weekly tea ---------- etings
- Comfortable working in a fast-paced e-commerce environment

Culture
- We believe strong teams are built on:
- Clear communication
- Mutual respect
- Ownership and responsibility
- Continuous improvement

As Customer Support Manager, you will help create an environment where tea ---------- mbers support each other, communicate professionally, and work together to provide excellent customer service.
You will not only manage the team, you will help build the foundation of our customer support department.