Customer Service Manager (E-Commerce)

Job Description

The Customer Service Manager (E-Commerce) will oversee the end-to-end online customer experience across multiple regions, ensuring customer enquiries, order issues, refunds, exchanges, delivery concerns, and support workflows are handled quickly, accurately, and in line with brand standards. This role will manage Gorgias helpdesk operations, Shopify order activity, 3PL coordination, customer service reporting, help centre content, and process improvements across a fast-paced e-commerce environment.

• Manage and optimise the customer support helpdesk in Gorgias, including macros, workflows, automation rules, ticket triage, and response quality.
• Oversee day-to-day customer service activity across multiple regions, ensuring consistent tone, policies, response standards, and service quality.
• Act as the key liaison between customer service, fulfilment, and multiple 3PL providers to track, troubleshoot, and resolve shipping, delivery, and order fulfilment issues.
• Monitor and manage orders, refunds, exchanges, chargebacks, and customer records in Shopify.
• Provide weekly updates to the wider team covering order issues, refunds, exchanges, customer support activity, and key service trends.
• Use Excel to build and maintain reporting on support KPIs, including response time, resolution time, order issues, customer trends, and inventory discrepancies.
• Liaise with warehouse and inventory teams to understand stock levels, backorders, fulfilment timelines, and regional supply issues.
• Communicate accurate order, delivery, inventory, backorder, and fulfilment information to customers in a clear and professional manner.
• Identify recurring customer pain points and work with marketing, operations, product, and fulfilment teams to reduce ticket volume at the source.
• Maintain and update help centre content, FAQs, templates, macros, and support documentation as products, policies, and regions evolve.
• Report regularly to leadership on customer service performance, recurring issues, operational risks, customer feedback, and improvement initiatives.
• Improve customer service workflows, helpdesk setup, reporting, customer communication, and cross-functional issue resolution.
• Provide guidance, mentoring, or support to customer service team members where required.
• Other position-level duties as they arise.

Requirements

• Minimum 5+ years’ experience in customer service, customer support operations, e-commerce support, DTC retail, online retail, or a similar customer-facing role.
• Strong hands-on experience with Gorgias or a comparable helpdesk platform, including workflows, macros, automation, reporting, and ticket management.
• Solid working knowledge of Shopify, including orders, refunds, exchanges, chargebacks, customer records, and related app integrations.
• Experience coordinating with 3PL providers, fulfilment partners, warehouse teams, or logistics stakeholders to resolve customer order and delivery issues.
• Practical understanding of inventory management processes, including stock availability, backorders, fulfilment timelines, and customer-facing updates.
• Strong Excel skills, with the ability to build reports, track KPIs, monitor trends, and identify service or operational issues.
• Experience managing customer support activity across multiple regions, markets, or time zones is highly regarded.
• Excellent written communication skills, with a customer-first tone and strong ability to resolve issues clearly and professionally.
• Strong organisational skills, with the ability to manage competing priorities, high-volume tickets, operational issues, and fast-moving customer needs.
• Experience maintaining help centre content, FAQs, support templates, internal process notes, or customer service documentation.
• Experience identifying recurring customer pain points and working with internal teams to improve processes, reduce ticket volume, and improve customer experience.
• Experience managing or mentoring a small customer service team is highly regarded.
• Experience in health, wellness, supplements, consumer products, or fast-growing e-commerce brands is advantageous.
• Familiarity with additional e-commerce tools such as Klaviyo, Loop Returns, ShipStation, or similar platforms is advantageous.
• Hands-on, proactive, detail-focused, and comfortable taking ownership of customer service operations in a fast-paced e-commerce environment.