Customer Service Manager — E-commerce / Dropshipping

We're looking for an experienced Customer Service Manager to take full ownership of our CX operations across multiple e-commerce stores. This is a hands-on leadership role where you'll manage the CS team, optimize workflows, and make sure our back-end runs as efficiently as our front-end grows.

What You'll Be Doing

• Managing, expanding, and when needed scaling down the customer service team based on volume and performance
• Owning dispute and refund rate KPIs — monitoring, reporting, and making sure we stay within targets
• Creating, improving, and maintaining SOPs for all customer service processes
• Making sure Gorgias is fully utilized — automations, macros, tagging, reporting, and workflow optimization
• Providing regular status updates, identifying bottlenecks, and recommending operational improvements
• Overseeing back-end operations to ensure smooth order handling, dispute resolution, and customer satisfaction
• Being the direct point of contact between the CS team and management

What You Must Have

• Proven experience in dropshipping operations — this is non-negotiable. You need to understand the model, the challenges, and how back-end fulfillment works
• Experience leading and managing a customer service team
• Hands-on experience with Gorgias, Shopify, and Parcelpanel
• Strong understanding of dispute management, chargeback prevention, and refund optimization
• Ability to build and improve SOPs from scratch
• Data-driven mindset — you make decisions based on metrics, not gut feeling

Nice to Have

• Experience with PayPal and Stripe dispute processes
• Knowledge of CX metrics (CSAT, first response time, resolution time)
• Experience scaling CS teams up and down based on seasonal demand

Why This Role Matters

Our stores are growing fast and we need someone who ensures the back-end keeps up. You won't just manage tickets — you'll improve the entire operation. If you see inefficiencies, you fix them. If a tool isn't being used to its potential, you optimize it. If the team needs restructuring, you make the call.

How to Apply

We value attention to detail — it's essential in this role. To show us you've read this posting carefully, please include the word "KIWI" at the start of your application. Applications without it will not be considered.

Tell us about your experience in dropshipping operations, what tools you've worked with, and a specific example of how you improved a CS workflow or reduced dispute rates in a previous role.