Customer Support Manager for Shopify Store

We’re Looking For An Elite, Customer Support Manager To Lead Customer Experience & Prevent Support Problems Before They Happen. Are you a customer support leader who can manage a support team, improve customer satisfaction, solve operational issues fast, and create systems that reduce tickets before they even happen?

What You’ll Actually Do Every Day
- Lead Customer Support Operations – You will manage the daily support workflow, make sure tickets are handled on time, and ensure the team follows the right tone, policies, and procedures.
- Solve Escalated Customer Issues – You will handle difficult cases, angry customers, PayPal disputes, chargebacks, refund requests, returns, missing orders, and delivery problems.
- Create & Improve Systems – You will improve macros, SOPs, response templates, escalation rules, tracking processes, refund flows, and internal communication systems.
- Manage The Support – You will review team performance, check ticket quality, give feedback, train agents, and make sure everyone works according to our standards.

Deliverables
You will be responsible for managing and improving:
? Daily customer support tickets
? Refund and return requests
? Shopify disputes
? Supplier communication for order problems
? Customer satisfaction and response quality
? Support team performance
? SOPs, macros, and internal systems
? Weekly reporting on support issues and improvements

The Ideal Candidate Has
- E-commerce Customer Support Experience – Experience in a fast-moving online store, preferably dropshipping, fashion, beauty, supplements, or DTC.
- Leadership Experience – You have managed support agents before or have the ability to lead, train, and hold people accountable.
- Strong Written English – You can write clear, professional, natural customer replies.
- Problem-Solving Ability – You don’t just forward problems. You solve them.
- Experience With Disputes – PayPal, Klarna, Stripe, chargebacks, refunds, and return handling experience is a strong plus.
- Calm Under Pressure – You can deal with angry customers, urgent issues, and stressful situations without becoming emotional or careless.
- Operational Thinking – You can spot patterns, improve processes, and make the department more efficient.
- High Ownership – You take full responsibility for the customer experience and do not wait to be told what to do.


Ready To Lead Customer Support?

Here’s how to apply:
Send me reply, keep it brief and tell me about your experience. You MUST add 3 stores you have worked with recently in the support.

ONLY apply if you have real customer support experience.
ONLY apply if you are willing to work under pressure.
ONLY apply if you are ready to put out fires and act with urgency when needed.
ONLY apply if you can take full ownership of customer satisfaction.

Mention “Support Hero” in the email subject line. If this is not mentioned, your message will be ignored.