Customer Service Manager
M
MNY VenturesE-commerce Supplements
USA, Australia, Philippines, Latin America, EST hours, 9AM–5PMFull-TimeSenior
Salary3,000 - 5,000 USD per month
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Job Details
- Experience
- 3 to 5+ years
- Required Skills
- ShopifyQuality Assurance
Requirements
- 3 to 5+ years of experience managing customer service teams of 30 to 100 agents and 3 to 10 team leads.
- Proven experience in high-volume DTC e-commerce or subscription businesses.
- Direct experience using Richpanel, Shopify, Recharge or Checkout Champ, and Stripe.
- Proven ability as a systems thinker capable of building processes and enforcing standards with precision.
- Demonstrated ability to take extreme ownership of KPIs and team results.
- Direct, proactive communication style.
- Bias to action and obsession with results.
- Strong leadership mindset focused on proactive problem-solving.
Responsibilities
- Manage and lead a global CS team of approximately 40 agents and 5 team leads across DTC, Amazon, and TikTok Shop channels.
- Build and maintain scalable SOPs, high-precision QA systems, and performance management frameworks.
- Recruit high-performing agents and develop talent into leadership roles.
- Develop and maintain KPI dashboards using tools like Richpanel, Shopify, Recharge, Checkout Champ, and Stripe.
- Monitor team performance to meet and exceed targets for Trustpilot scores, CSAT, response times, and ticket resolution volume.
- Oversee subscription support initiatives to minimize refunds, chargebacks, and churn while increasing customer lifetime value.
- Provide clear daily reports and weekly KPI updates to founders with strategic recommendations.
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