Customer Service Manager

JOB DETAILS Job Title : Customer Service Manager Location : Remote Reports To : Founder Work Shift : Must provide overlap with AU business hours and support coverage needs across US and/or AU markets Working Hours : Full-time (40 hours per week) Job Description We are seeking a Customer Service Manager to lead and improve the customer experience for a fast-growing ecommerce brand. This role is responsible for managing inbound support operations, ensuring high-quality customer communication, and helping maintain smooth coordination between customer service, fulfillment, and internal teams. The ideal candidate has strong experience managing customer support in an ecommerce environment and is comfortable identifying operational issues that impact customer experience. This role is primarily focused on customer service leadership but will also involve operational coordination with logistics, fulfillment partners, and internal stakeholders. While the primary focus of the role is customer service leadership, the position will also work closely with fulfillment and operational teams and may grow into broader operational responsibilities as the company scales. Key Responsibilities Customer Support Management Oversee inbound customer support across phone, email, and other service channels Ensure high-quality, professional communication with customers in the US and Australia Handle escalated customer issues and ensure timely resolution Handle customer phone calls when needed and maintain high-quality phone communication standards Monitor support performance, response times, and overall customer satisfaction Maintain clear documentation of customer interactions and issue resolution Customer Experience Optimization Identify recurring customer issues and investigate root causes Improve support workflows and SOPs to increase efficiency and consistency Ensure customer inquiries related to orders, shipping, returns, and products are handled effectively Operational Coordination Coordinate with fulfillment partners and internal teams to resolve shipping and delivery issues Support order management processes including tracking, modifications, and returns Flag operational problems that affect the customer experience and help drive resolution Reporting & Process Improvement Track support metrics and identify trends in customer inquiries or complaints Provide insights that help improve product experience, shipping performance, and support workflows Assist with building more structured support processes as the company scales Qualifications Required 3+ years of customer service experience in an ecommerce or product-based business Experience managing or improving customer support operations Strong verbal and written English communication skills Comfortable handling customer phone calls with US and Australian customers Experience using CRM or support tools (Gorgias, Zendesk, Freshdesk, or similar) Strong organizational and problem-solving skills Ability to manage escalations and maintain a positive customer experience Nice to Have Experience supporting ecommerce brands with international customers Familiarity with Shopify or ecommerce platforms Experience coordinating with fulfillment partners or logistics teams Operations or process improvement experience within ecommerce environments