Customer Service Manager (E-commerce / Dropshipping)

We are looking for an experienced Customer Support Manager to lead and optimize our customer service operations in a fast-paced e-commerce environment.

You will be responsible for overseeing a team of Customer Support agents, ensuring smooth day-to-day operations, and continuously improving performance, systems, and processes to deliver an exceptional customer experience at scale.

Key Responsibilities

* Manage and lead a customer support team (10+ agents), ensuring high performance and accountability
* Oversee QA, training, and continuous development of agents
* Implement and optimize SOPs to improve efficiency and reduce errors
* Monitor and improve key customer support KPIs (response time, resolution time, CSAT, refund rate, etc.)
* Handle refunds, disputes, and chargeback prevention strategies
* Drive process improvements to reduce refund percentages and operational inefficiencies
* Create and manage reward & recognition programs to motivate top-performing agents
* Ensure smooth operations in a high-volume environment (1000–3000 orders/day)

Requirements

* Proven experience managing large customer support teams (10+ agents; experience with 50+ is a strong plus)
* Strong experience in fashion dropshipping (mandatory)
* Experience in high-volume e-commerce businesses
* Strong understanding of customer support KPIs and performance management
* Hands-on experience with helpdesk tools (e.g., Helpscout, Reamaze, etc.)
* Data-driven mindset with strong organizational skills
* Excellent leadership, communication, and problem-solving abilities
* Deep knowledge of reducing chargebacks, disputes, and refund rates through optimized processes

Training
During the first 1–2 weeks, we will provide structured onboarding and hands-on support to help you fully understand our customer service processes, systems, and workflows.

What We Offer

* Fully remote work environment
* Opportunity to lead and scale a high-performing CS team
* Fast-paced, growth-driven company
* Real impact on operations and decision-making
* Strong career growth opportunities

If you have experience managing and scaling large customer support operations in fashion dropshipping, we’d love to hear from you.

Please send your resume along with a short summary of your experience managing customer support teams and optimizing performance.