Customer Service Manager (E-Commerce)
New
T
TwoconnectE-Commerce
Metro Manila, Philippines, Monday–Friday: 7:00 AM - 4:00 PM PHTFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- ShopifyMicrosoft ExcelCustomer support
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.
- 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.
Responsibilities
- 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.
- Maintain and update help centre content, FAQs, templates, macros, and support documentation as products, policies, and regions evolve.
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