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 management and system optimization. Focus on scaling support for 50+ Shopify stores, improving SOPs to reduce chargebacks, and managing a team of 12 agents.

Location: Remote

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 overall customer service operations.
• Oversee and manage a team of 12 Customer Support agents.
• Ensure smooth daily operations and continuous performance improvement.
• Develop and refine support systems to enhance efficiency.
• Optimize SOPs specifically to minimize chargebacks and disputes.

Requirements

• Proven experience managing a customer support team of 10+ agents.
• Experience with high-volume e-commerce or dropshipping (1,000-3,000 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.
• Highly organized and data-driven mindset.

Culture & Benefits

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