eCommerce Customer Service Manager

5 days ago

Batangas City, Philippines Bold Business Full time

We’re hiring an experienced, hands‑on Customer Service Manager to lead a remote team supporting a well‑known U.S. e‑commerce retailer. You’ll own day‑to‑day operations, performance, and process excellence across Gorgias and Shopify, ensuring fast, empathetic resolutions and consistently high CSAT. This role requires a builder who can coach remote agents, tighten SLAs, and optimize tools/automation for scale. Team Leadership & Performance Lead, coach, and schedule a remote team of agents; run standups, QA reviews, and 1:1s. Own KPIs: Process Rate, Contact Rate Backlog, QA score, etc. Handle escalations; implement performance improvement plans and recognition programs. Operations & Process Excellence Design and enforce SOPs for email/chat/voice to improve speed and consistency. Maintain accurate ticket categorization/tagging and reporting; drive root‑cause analysis to reduce repeat contacts. Partner with eCommerce Ops on surge plans (promos, drops, holidays). Gorgias (Helpdesk) Ownership Expert in Gorgias: fully set up and manage the helpdesk, including rules, macros, and response goals (SLAs). Administer users/permissions, views, SLAs, rules, and integrations (e.g., Shopify). Build dashboards for real‑time visibility; publish weekly scorecards and insights. Shopify (Order Management) Expertise Oversee order edits, replacements, refunds, exchanges, discounts, returns flows. Collaborate with payments/fulfillment to resolve WISMO/parcel issues quickly. Customer Experience & Stakeholder Management Monitor sentiment and trends; partner with Merch/Marketing/Logistics to prevent issues before they happen. Maintain and update the knowledge base; ensure consistent tone and policy application. Qualifications 5+ years in e‑commerce customer service with 2+ years managing remote teams. Expert in Gorgias: fully set up and manage the helpdesk, including rules, macros, and response goals (SLAs). Expert in Shopify: handle all customer orders, including processing refunds, exchanges, and official returns (RMA). Results Focused: proven history of improving customer happiness and managing the team to optimize time to deliver. Data‑Driven: comfortable analyzing performance using dashboards and detailed reports in Google Sheets/Excel. What We Offer 100% remote work set‑up and work‑life balance. Competitive pay. Direct impact on customer happiness. Growth opportunities: join a rapidly expanding team. Supportive team: benefit from comprehensive training, continuous support from supervisors, and oversight from the e‑Commerce operations lead. About Bold Business Bold Business is a U.S.‑based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast‑growing companies scale through smart talent strategies, automation, and technology‑driven solutions. #J-18808-Ljbffr

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