Customer Service Manager

We're Seth Media AS, an e-commerce and dropshipping company operating across the US, EU, UK, and Australia
Our CS operation is already heavily automated — we've built our own internal support platform with AI-assisted ticket triage, reply suggestions, and QA grading. We need a CS Manager who can run this setup, get the most out of it, and keep building on top of it.
This means you need to actually understand Claude Code and AI integration work — not just use AI tools, but have built things with them.
What you'll do:
- Run our CS team across multiple markets
- Own KPIs: first response time, resolution time, CSAT, refund rates
- Maintain and improve SOPs (returns, escalations, refund tiers)
- Work inside our existing AI-powered support platform and push it further
- Build new automations and AI workflows using Claude Code
- Collaborate with our tech team on integrations, prompts, and agent behavior
You're a fit if you have:
- 3+ years managing CS teams (e-commerce or dropshipping strongly preferred)
- Proven hands-on experience building systems with Claude Code — not just prompting, actually shipping. Show us what you've built.
- Solid understanding of AI integration: APIs, prompt engineering, agent workflows, context management
- Comfort with APIs, webhooks, JSON, Next.js, basic scripting
- Experience with Shopify and a modern help desk
- Clear written English, direct communication
Logistics:
- Full-time, long-term
- Remote, with overlap with European business hours