Senior Customer Support Manager for E-Commerce Fashion Brand

We are looking for an experienced Customer Support Manager to lead and optimize our growing customer service team for our fashion e-commerce brand. We already have a Customer Support Representative handling emails and Shopify chargebacks, and we now need a strategic leader to streamline operations, improve response times, and reduce chargebacks through efficient processes.
As our Senior Customer Support Manager, your role will be to oversee, train, and improve the customer support function while ensuring an exceptional customer experience. You will be responsible for tracking key metrics, identifying inefficiencies, and scaling the team as needed.

Responsibilities:
• Manage and oversee the customer support team, ensuring efficient workflows.
• Train and support the current Customer Support Representative.
• Track and analyze support tickets, response times, and common customer concerns.
• Reduce chargebacks and refunds by implementing effective prevention strategies.
• Improve dispute resolution processes to increase chargeback win rates.
• Optimize backend processes, including refunds, escalations, and customer inquiries.
• Ensure structured and friendly email communication with customers.
• Recruit and train additional support representatives as the team grows.
• Maintain high standards of professionalism and customer satisfaction.
• Provide reports and recommendations for continuous improvement.

Requirements:
o Minimum 2 years of experience as a Customer Support Manager in an e-commerce business.
o Strong Shopify experience, specifically with chargebacks and refunds.
o Proven track record in reducing disputes and improving customer service KPIs.
o Excellent written and spoken English.
o Ability to train, coach, and lead a growing customer support team.
o Strong analytical skills – ability to track, measure, and improve support metrics.


Application Questions (Please Answer in Your Application):
1. Do you have experience as a Customer Support Manager? If so, explain your key achievements.
2. Have you worked for other e-commerce brands or dropshipping stores? If so name the stores.
3. How would you handle a customer threatening a chargeback? Provide a detailed response.
4. What is your favorite dish?
5. What is your desired compensation?
6. How many hours are you available, and are you willing to work weekends?
7. How have you improved a customer support process in the past? Give a concrete example.

How to Apply:
If you're a highly experienced Customer Support Manager ready to take our support team to the next level, apply now!
???? Submit your application via OnlineJobs.ph with your answers to the questions, your resume, and your WhatsApp number.
We look forward to hearing from you!