Customer Service Manager (E-commerce)

TL;DR

Customer Service Manager (E-commerce): Leading and optimizing customer service operations for a high-volume dropshipping business with an accent on team leadership and performance optimization. Focus on scaling support systems, reducing chargebacks, and managing KPIs for a team of 12 agents.

Location: Remote

Salary: €3,500 – €5,000 / month

Company

hirify.global is a fast-growing dropshipping company managing 50+ Shopify stores across Europe and the US.

What you will do

• Lead and optimize customer service operations for 50+ Shopify stores
• Oversee a team of 12 Customer Support agents and ensure smooth daily operations
• Continuously improve support systems and team performance
• Optimize SOPs to minimize chargebacks and disputes
• Manage and track customer support KPIs

Requirements

• Proven experience managing a large customer support team (10+ agents)
• Experience with high-volume e-commerce or dropshipping (1000-3000 orders per day)
• Strong understanding of customer support KPIs and performance management
• Experience with helpdesk tools such as Helpscout or Reamaze
• Excellent leadership, communication, and problem-solving skills
• Data-driven mindset and extensive knowledge of SOP optimization

Culture & Benefits

• Fully remote work environment
• Opportunity to manage a large-scale CS operation
• Fast-paced, growth-driven team
• Room for career growth and leadership impact