Senior Customer Service Manager — High-Growth E-Commerce (Remote)

We're not hiring someone to close tickets. We're hiring someone to own the backend / support team.
If you read job posts looking for "tasks" and "responsibilities" to tick off — close this one. If you read them looking for a business you can take ownership of and grow inside of, keep reading.

We run a 6–7 figure multi-brand e-commerce operation spanning 5 stores across the EU an US markets. We move fast, we scale hard, and we're building a backend team that runs like a machine. We're looking for an A-player Senior CS Manager to take full ownership of that machine - and a killer CS Agent to grow underneath them.

What this role actually is
You'll join a backend team of 7 people where you don't just execute — you own. You'll be end-responsible for a CS team of 3, working shoulder-to-shoulder and in constant communication with our Supply Chain Manager, Backend Manager, and Dispute Manager.

This is not a "follow the SOP and wait for instructions" role. This is a "I saw a problem in the backend three steps before anyone asked, and I fixed it" role.
The single most important thing we're looking for: You don't follow tasks — you take full ownership of what happens in the backend and you look further than your own lane. Proactivity and work ethic are non-negotiable and rank above everything else. Show us that, and you get paid extremely well for it.

What you'll own

Full responsibility for the customer service operation across all 5 stores
Leading, coaching, and holding accountable a CS team of 3 reps
Keeping CS, supply chain, and disputes tightly synced so nothing falls through the cracks
Spotting backend problems early — refunds, fulfillment delays, chargebacks, disputes — and getting ahead of them
Building and improving the systems that make the whole operation run smoother every week


Requirements

Proven experience managing a team of multiple CS reps (not just doing CS — leading it)
Strong hands-on experience with Gorgias
Experience with dropshipping at high scale (you understand the volume, the margins, the chaos)
Strong experience working with Claude / AI tools — this is core to how we operate; you need to be genuinely good with it
A relentless work ethic and a proactive, ownership-first mindset
Excellent written English and clear, fast communication


What you get

Well-paid base — we pay A-players like A-players
High KPI-based bonuses on top — your performance directly drives your income
Real management responsibility from day one
A genuine chance to grow inside a scaling 6–7 figure business — the ceiling here is high, and we promote ownership
A sharp, fast-moving backend team that takes the work seriously


Also hiring: Killer CS Agent
If you're not quite at manager level yet but you're a sharp, hungry, ownership-driven CS agent who wants to grow fast — apply too. Same standards: proactivity, work ethic, and the willingness to look beyond your own desk.

Start date
Immediate. We're ready to move now and we want someone who's ready too.

Think you're the A-player we're describing? Don't send us a generic application — show us how you take ownership.
How to apply? Start you letter with OWNERSHIP

Applicants who do not follow these instructions will not be considered.

Please send a list of 3 stores you have previously worked for that generated at least $50,000+ per month in revenue.

If you do not have experience with stores at that level, please send the last 3 stores you worked for instead, along with a brief description of your responsibilities in each role.