E-Commerce Customer Service Manager

Customer Service Manager
Position Overview
We are seeking a highly organized and operationally driven Customer Service & Escalation Operations Manager to lead and improve our customer support operations across multiple sales channels and product categories.
This role is responsible for:
• managing customer support operations
• improving escalation handling
• identifying operational issues affecting customers
• increasing response efficiency
• improving communication between departments
• supporting long-term operational scalability
The ideal candidate is not simply a “customer service person.”
They are:
• operationally minded
• highly organized
• process-oriented
• escalation-capable
• comfortable managing fast-moving environments
• capable of identifying root causes behind customer issues
This position works closely with:
• warehouse operations
• purchasing
• inventory management
• finance
• marketplace operations
• leadership
Core Responsibilities
Customer Service Operations
• Manage daily customer service operations across all sales channels
• Oversee ticket queues, escalations, and response workflows
• Ensure timely and accurate customer communication
• Improve response consistency and operational efficiency
• Monitor support performance and workload distribution
Escalation Management
• Handle complex customer escalations and operational exceptions
• Coordinate with internal departments to resolve issues quickly
• Identify recurring operational problems impacting customers
• Improve escalation resolution processes
• Reduce repeat customer issues through root-cause analysis
Operational Visibility & Reporting
• Track customer service KPIs and operational trends
• Identify patterns related to:
o inventory issues
o fulfillment problems
o catalog inaccuracies
o shipping delays
o purchasing errors
o pricing discrepancies
• Create simple operational reports for leadership visibility
• Escalate operational risks proactively
Process Improvement
• Help standardize customer service workflows and SOPs
• Improve operational consistency across support functions
• Reduce manual work and repetitive operational friction
• Assist in building scalable customer support infrastructure
• Support implementation of better documentation and process controls

Team Management
• Manage and coach customer service representatives
• Improve accountability and execution consistency
• Conduct QA reviews and performance monitoring
• Support training and onboarding processes
• Improve communication standards and operational discipline

Required Qualifications
Experience
• 3–7+ years managing customer service or support operations
• Experience managing remote/offshore support teams preferred
• Experience in e-commerce, marketplace, retail, logistics, or operational support environments strongly preferred
Operational Skills
Strong understanding of:
• escalation management
• ticket systems
• operational workflows
• KPI tracking
• process improvement
• root-cause analysis
• remote team management
• SOP development
• cross-functional coordination
Systems Experience Preferred
Experience with:
• Zendesk
• Gorgias
• Freshdesk
• HubSpot
• Shopify
• Amazon Seller Central
• eBay
• ERP/WMS systems
• Excel / Google Sheets reporting
Ideal Candidate Profile
The ideal candidate is:
• highly organized
• operationally disciplined
• calm under pressure
• process-oriented
• detail-focused
• capable of improving structure in fast-moving environments
• comfortable managing operational ambiguity
• able to balance speed with accountability
This person should think:
• operationally
• analytically
• proactively
—not reactively.

Key Performance Indicators (KPIs)
Examples include:
• first response time
• resolution time
• escalation rate
• ticket backlog
• customer satisfaction trends
• repeat contact rate
• QA accuracy
• operational root-cause reporting
• SLA adherence
• issue resolution consistency

Strategic Goal of the Role
The long-term objective of this role is to help transform Customer Service from:
a reactive support department
into:
an operational visibility and escalation management function
that improves:
• customer experience
• operational coordination
• issue visibility
• process consistency
• organizational scalability
while reducing:
• operational friction
• repeat issues
• reactive management
• escalation volume
• cross-department inefficiency