Customer Service Manager

Customer Service Specialist (Dropshipping)
We are a fast-growing D2C e-commerce fashion business looking for an experienced Customer Service Manager. This is not entry-level: you must have strong dropshipping experience and be confident handling complex cases. You’ll start hands-on (doing everything yourself) and then move into managing CS reps and supply chain. No management experience = please don’t apply.
Your responsibilities
Handle and follow up on customer emails (primarily french for now, occasionally English)


Professionally manage angry or frustrated customers and resolve situations without escalation


Actively propose solutions (refunds, partial refunds, returns, alternatives)


Correctly apply return and refund policies


Track refunds and returns in Google Sheets to keep everything organized


Experience with Zendesk, Gorgias or Google Workspace


Maintain a maximum response time of 2 hours


Communicate closely with our supplier team
When an order issue arises, you will raise it in the supplier group and help resolve it


Work inside Shopify (order checks, status updates, customer information)


What we expect from you
Proven experience in customer service for e-commerce / dropshipping (required)


Hands-on experience with Shopify


Experience using translation tools (DeepL, Google Translate, etc.)


You remain calm, professional, and solution-oriented, even with difficult customers


You are not afraid to ask questions and communicate openly


You think like a business owner, not just an executor


You do not rely solely on templates and adapt responses intelligently


You are structured, detail-oriented, and reliable


You are proactive and accountable


What we offer
A role within a growing e-commerce brand


Direct communication and fast feedback


Room for your own ideas and process improvements


Growth opportunities based on performance (more responsibility, higher role)


Long-term collaboration for the right candidate


Important – please read carefully
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