Head of Customer Support - E-commerce (Shopify)

We are a UK-registered e-commerce company running two fashion stores (UK and Australian markets) selling women's occasion and formal dresses. All customer communication is in English, via email and chat.

We are looking for a Head of Customer Support to own our support function end to end - not just answer tickets, but lead the team that does.

WHAT YOU WILL OWN

• Leading a team of 3+ support agents: scheduling, QA, coaching, performance reviews
• Owning and improving our CS Playbook and SOPs, and training the team on them
• Handling escalations: refunds, disputes and chargebacks, delivery issues, sizing complaints
• Tracking metrics: first response time, resolution time, CSAT, refund rate, tickets per agent
• Coordinating with our fulfillment partner in Asia on shipping and return issues
• Reporting weekly to the founder and proposing process improvements

REQUIREMENTS

• 2+ years leading or managing a customer support team (not agent-only experience)
• E-commerce background; DTC / Shopify experience strongly preferred
• Excellent written English — this role is 90% written communication
• Hands-on experience with a helpdesk platform (Gorgias, Zendesk, Freshdesk, Re:amaze, Commslayer or similar)
• Comfortable with numbers: can build a simple report, spot a trend, and explain what is driving refunds
• Able to overlap at least 4-5 hours daily with UK business hours
• Stable internet and a backup connection

NICE TO HAVE

• Experience handling chargebacks and payment disputes (Shopify Payments, Stripe, PayPal)
• Experience writing SOPs from scratch
• Experience managing remote teams with time-tracking tools

WHAT WE OFFER

• Long-term, stable full-time position
• Paid twice a month, on time, every time
• Direct access to the founder and real ownership of the function
• Salary review after 3 months

HOW TO APPLY
Start your application with "CS LEAD" followed by your name, and answer these questions:

1) Describe the largest support team you have led: how many agents, what kind of store, and what was the daily ticket volume?
2) Which helpdesk tools have you used, and what would you check first if response times suddenly doubled?

Applications that do not answer these questions will not be reviewed.