Head of Customer Service (E-commerce)

Location: Remote; Mongkok, Hong Kong is also listed

Company

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

What you will do

• Lead, mentor, and evaluate Customer Service Managers across multiple shifts.
• Own the department-wide customer service strategy, SOPs, handbook, and handoff standards.
• Resolve escalated disputes and complex cases beyond shift-manager approval limits.
• Plan staffing, shift coverage, and contingency models for peak seasons and unexpected volume spikes.
• Define and monitor CSAT, 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 skills in leadership coaching, performance management, conflict resolution, and operational analysis.
• Ability to convert defect, dispute, and performance data into actionable improvements.
• A bachelor’s degree in Business Administration, Communications, Management, or a related field is a plus.

Culture & Benefits

• Remote, full-time role in a global and fast-moving agency.
• Work with a diverse and collaborative team.
• Opportunity to contribute to creative and digital growth initiatives.