Head of Customer Service (E-commerce)

Location: Remote

Company

hirify.global is a growth marketing agency supporting crowdfunding and e-commerce businesses through measurable digital performance strategies.

What you will do

• Lead, mentor, and evaluate Customer Service Managers across all shifts.
• Set department-wide customer service strategy, SOPs, handbook standards, and handoff protocols.
• Resolve escalated disputes and policy issues beyond shift manager approval limits.
• Own workforce planning, shift scheduling, contingency coverage, and operational continuity.
• Define and track CSAT, First Response Time, Resolution Time, QA scores, and Shopify chargeback win rates.
• Collaborate with Logistics, Product, Marketing, Operations, and Social Media teams to address recurring customer and fulfillment issues.

Requirements

• 10+ years of experience in Customer Support or Customer Service operations.
• 8+ years leading managers, shift leads, or multi-shift teams.
• Hands-on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs such as Zendesk, Gorgias, or Freshdesk, and Google Workspace or Sheets.
• Strong analytical skills, including turning defect, dispute, and operational data into improvements.
• Proven experience in leadership coaching, performance management, and conflict resolution across asynchronous or multi-shift teams.
• A bachelor’s degree in Business Administration, Communications, Management, or a related field is a plus.

Culture & Benefits

• Remote work in a global, fast-moving agency.
• Collaboration with a diverse team across customer service, logistics, quality, marketing, product, and operations.
• Opportunities to develop leadership and operational improvement skills.