Customer Service Manager at an Established Brand E-Commerce Brand

An e-commerce brand is looking to hire a Full Time Customer Service Manager. The successful candidate will possess excellent communication skills amongst other requirements. Applications are welcome from those who meet the requirements.

The employer is a well-established eCommerce website specializing in shower heads. They have been in business since 2014. Although they have high sales volume, we still maintain a healthy work environment that encourages open communication and camaraderie.

Their products are technical, but not super complicated once you get to know them. They target customers looking to pay more for quality. When they communicate with customers, they need to convey our unique position in our industry. The brand stands behind all of their products with a 90-day money back guarantee and Limited Lifetime Warranty.

Position: Customer Service Manager

Salary: $1800 monthly

Job Type: Full Time

Location: Remote

About the Role

The brand currently have one full time customer service manager (forward facing to customers) and one full time customer service support representative (not forward facing to customers). Since we’ve been growing so fast, we are in need of additional support to handle the increasing ticket volume and ensure our customers are well served.

Their live support hours are 9am – 5pm Eastern Standard Time Monday-Friday. Overtime is available on a case by case by case basis, voluntary to the employee but must be approved by the employer.

You will be required to use a time tracker software that takes screenshots of your work progress. We require that you work for us 100% of the time in your schedule.

Compensation: $1800/month plus monthly bonus up to 10% of salary based on performance. Eligible after 6 months.

Main Duties

  • Experienced with Amazon, Shopify and Gorgias (CRM Software) and ClickUp (Task Manager)
  • Monitors Gorgias for Shopify and Amazon support tickets. Amazon and Shopify messages take priority and need to be responded to right away.
  • Answers phone calls and returns voicemails.
  • Manages Facebook Messenger Live Chat via ManyChat
  • Educates customers, cross-sells, upsells and helps troubleshoot issues to prevent returns and negative reviews.
  • Processes return requests and refunds when no resolution can be provided.
  • Submits shipping requests for replacement products to customers using our FBA inventory.
  • Monitors Amazon Seller Feedback and Product Reviews to address any issues and work to turn a negative into a positive experience.
  • Responds daily to customer feedback, comments on Product Reviews, answer questions on Amazon product pages.
  • Follows up with customers after helping with their issues to give great customer service.


  • Speaks and writes English perfectly.
  • Professional communication skills and responds promptly to both customer facing and internal communications.
  • Thinks critically and can provide valuable input to our team.
  • Has exceptional time management and is a self-starter. This is a part time job with the possibility for full time work…and requires full time attention!
  • Has good organizational skills and can organize follow ups inside of Gorgias or ClickUp
  • Cares about our customers and growing our business. We want someone who accepts the challenge of turning a bad experience into a positive experience.
  • Understands that not all products are for all people, and doesn’t bring their own fiscal beliefs to the table and can assess when a customer is willing to pay more, buy more, etc. We sell a premium product at a premium price, and we need someone to stand behind our quality mission.
  • They need someone who cares about people and is willing to go the extra mile to help a customer.

Required Documents

  1. CV/Resume
  2. Cover Letter

Application Process

Interested and qualified candidates should kindly CLICK HERE to visit the official webpage and apply

Application Deadline


Related Posts