Customer Support Manager (Ecommerce)

TL;DR

Customer Support Manager (Ecommerce): Leading and scaling customer support operations for a fast-growing DTC brand with an accent on operational efficiency, AI-assisted workflows, and team leadership. Focus on building scalable support infrastructure, optimizing KPIs like CSAT and resolution time, and reducing refund and chargeback rates.

Location: Permanent work from home. Schedule: Flexible within 12 PM to 12 AM PH time

Company

hirify.global is an outsourcing provider that helps fast-growing brands scale their operational and customer support teams.

What you will do

• Manage day-to-day customer support operations across multiple channels to ensure high-quality experiences.
• Coach, mentor, and develop customer support agents and team leads through accountability systems.
• Build and implement scalable AI-assisted workflows, macros, and automation platforms to increase productivity.
• Oversee refund requests, chargebacks, payment disputes, and customer escalations.
• Establish and monitor critical KPIs including CSAT, first response time, resolution time, and escalation rates.
• Collaborate with operations, fulfillment, and marketing teams to optimize the end-to-end customer journey.

Requirements

• Minimum 5 years experience managing customer support teams within the DTC/ecommerce industry.
• Proven experience working in startup or high-growth ecommerce environments.
• Expertise in implementing AI-assisted workflows and automation systems.
• Strong leadership skills with experience in coaching and people management.
• Data-driven mindset with the ability to analyze operational metrics and KPIs.
• Experience managing payment disputes, chargebacks, and high-level customer escalations.

Nice to have

• Proficiency with platforms such as Gorgias, Zendesk, Shopify, Slack, and Notion.
• Experience managing remote or international customer support teams.
• Background working with shoe or footwear brands.
• Proven success in reducing refund rates and negative reviews.

Culture & Benefits

• Permanent work-from-home arrangement.
• Immediate hiring process.
• Health insurance coverage for eligible locations.