Customer Service Manager

Job Title : Customer Service Manager

Location : Remote

Reports To : TBD

Work Shift : Flexible, with partial overlap to U.S. business hours preferred

Working Hours : 40 hours per week / Full-time

Job Description :

Were looking for a proactive and highly organized Customer Service Manager  to lead and scale our customer support operations. This is not a traditional support role we need someone who can both manage daily customer inquiries and help build out the systems, tools, and processes that will shape our support infrastructure as we grow.

Key Responsibilities :

Respond to customer inquiries daily through Richpanel (our helpdesk tool)

Handle returns, refunds, exchanges, and shipping issues, and build out clear processes for each

Manage our replacement parts program (track orders in Monday.com and coordinate fulfillment with the warehouse)

Create and maintain our FAQ and help center content

Implement new tools and software as needed (e.g. returns management, automation, or AI support tools)

Set up and document customer service workflows, SOPs, and automations

Collaborate cross-functionally with marketing, fulfillment, and product teams to improve the customer experience

Use AI tools to streamline responses, templates, and repetitive tasks

Qualifications :

2+ years in Shopify-based eCommerce customer service

Proven experience building or improving CS systems and processes

Strong written English and communication skills

Familiarity with AI tools and automation

Shopify (expert-level), Richpanel, Monday.com, Google Workspace, Slack

Comfortable vetting and implementing new software solutions

Organized, detail-oriented, and proactive able to work independently and take ownership

Experience managing or mentoring small teams is a plus, (possibly needed for future if volume grows)

Understanding of logistics and fulfillment workflows

Experience with the U.S.-based customer communication standards