Senior Customer Service Manager (E-commerce)

Location: Remote

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 all shifts.
• Ensure consistent policies, cross-shift handoffs, case ownership, and 24-hour operational continuity.
• Own Customer Service strategy, SOPs, the department handbook, workforce planning, scheduling models, and contingency coverage.
• Track and improve CSAT, First Response Time, Resolution Time, QA scores, and Shopify chargeback win rates.
• Collaborate with Logistics, Shipping, Product, Marketing, Operations, and Social Media teams to resolve recurring customer and fulfillment issues.
• Analyze complaints, defect reports, disputes, and chargebacks to identify root causes and reduce ticket volume and resolution time.

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/Sheets.
• Strong analytical skills with the ability to turn operational data, defect trackers, disputes, and shift callouts into improvements.
• Demonstrated leadership coaching, performance management, and conflict-resolution experience in 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 within a global, fast-moving agency.
• Collaborative environment with a diverse team.
• Opportunities to grow skills while working on crowdfunding and e-commerce initiatives.