Customer Service Manager - Shopify

Job Summary

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.

Key Responsibilities

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: Can 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: Can fully set up and manage the helpdesk, including rules, macros, and response goals (SLAs).

• Expert in Shopify: Can handle all customer orders, including processing refunds, exchanges, and official returns (RMA).
• Results Focused: Has a 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 eCommerce operations lead

About Bold Business:

Bold Business is a US-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.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.