Customer Service Manager | Ecommerce | Full Time | Remote

Stillbloom LTD is looking for an experienced Customer Service Manager to take ownership of our customer support operation and lead our existing team of eight customer service representatives.

Our team supports a growing skincare brand and receives approximately 250 customer enquiries per day, primarily through email and messaging, covering orders, deliveries, product questions, subscriptions, cancellations and refunds.

We’re looking for someone who can assess and improve the performance of the existing team, hire strong people when needed, train them properly, set clear expectations and make sure those expectations are met. You should be comfortable giving direct feedback, addressing underperformance and making difficult people decisions fairly and professionally.

You will have responsibility for hiring, probation and dismissal decisions within agreed company policies and budgets, alongside the day-to-day performance of the team.

In this role, you will:

-Manage team capacity and recruitment. Assess the existing team’s workload, skills and coverage before recommending staffing changes. Recruit candidates when needed, run interviews and practical assessments, select new hires, and manage onboarding and probation. Maintain enough capacity to cover demand, weekends and planned absences.

-Lead, coach and hold people accountable. Set clear responsibilities and performance expectations. Run regular one-to-ones, review individual results, recognise strong work and address missed standards promptly.

-Manage underperformance and dismissals. Identify whether problems come from skills, processes, workload or individual performance. Give clear feedback and appropriate support, document improvement plans, and make and carry out dismissal or contract termination decisions when necessary, following the agreed company process.

-Own the daily support operation. Monitor incoming enquiries, allocate workloads, manage shifts and prevent backlogs. Ensure urgent requests reach the right person and customer issues are followed through to resolution.

-Maintain excellent service quality. Review a sample of each agent’s conversations, check the accuracy and tone of replies, and coach the team using specific examples. Ensure order changes, refunds and subscription requests are handled correctly.

-Handle complex cases. Take ownership of escalated complaints and difficult customer situations. Work with fulfilment, operations and other team members to resolve the underlying problem, and help in the inbox when needed.

-Improve systems and processes. Keep procedures, reply templates and training materials current. Improve helpdesk workflows, reporting and appropriate automation so the team can work accurately and efficiently.

-Report results and act on them. Maintain a clear weekly scorecard covering response times, backlog, resolution quality, agent productivity and customer satisfaction. Track recurring refund and cancellation reasons, recommend improvements and follow through on agreed actions.

Success in this role means customers receive timely, helpful answers; the team knows what is expected; performance issues are addressed early; and company leadership has a clear view of results and priorities. During your first month, you will review the eight agents’ workloads and service quality, assess shift coverage and workflows, establish a performance baseline, and present a prioritised improvement plan.

You’ll be a strong fit if you have:

-At least three years of experience managing a customer support team, ideally within ecommerce or a direct-to-consumer brand. Experience leading a remote team of a similar size is strongly preferred.

-Personal experience recruiting, onboarding, coaching and managing the performance of remote agents, including handling dismissals or contract terminations.

-Clear examples of improving team performance, supported by measurable results.

-Excellent written and spoken English, with the ability to communicate calmly, clearly and confidently with customers and colleagues.

-Strong experience with Zendesk or a similar helpdesk, including reporting, reply templates, ticket routing and quality reviews.

-Experience handling ecommerce orders, refunds and subscriptions. Familiarity with WooCommerce or Shopify is an advantage.

-The ability to interpret reports, investigate problems and turn findings into practical changes.

-Strong organisation, sound judgement and the discipline to follow through without needing regular reminders.

-Your own reliable computer, high-speed internet and a quiet workspace suitable for video calls.

The working arrangement is:

-Full time, 40 hours per week, working remotely from the Philippines.

-An agreed schedule within our support window of 4am–11pm London time, with weekday and weekend shifts as required. These are coverage hours across the team; your own schedule will be 40 hours per week.

-Responsibility for organising reliable coverage across the team and maintaining regular overlap with company leadership.

-Salary of $1,800–$2,500 USD per month, depending on experience and demonstrated management ability. Please include your expected monthly rate in USD when applying.

This is an opportunity to take real ownership of an important part of a growing business. You’ll work closely with company leadership, have the opportunity to improve how the department operates, and help your team develop and succeed.

Stillbloom LTD is a UK-based digital marketing and ecommerce company. We build and grow brands through online marketing, including our skincare brand. We value initiative, clear communication and doing what we say we’ll do. We also enjoy celebrating our wins and having a laugh along the way.

To apply, please send your CV and brief answers to the following:

1 What customer support teams have you managed? Include the type of business, number of direct reports and approximate daily enquiry volume.

2 How many agents have you personally hired, and how did you assess whether they would be successful?

3 Describe a measurable improvement you made to a support team. What was the starting position, what did you change, and what was the result?

4 Give an example of how you handled an underperforming agent, including a dismissal or contract termination you managed. What steps did you take and why?

5 Which helpdesk and ecommerce platforms have you used, and what reporting or workflows have you personally set up?

6 What is your expected monthly rate in USD, earliest start date and availability within the stated working hours?

Please use the subject line “CS Manager — [Your Name]”. We’re particularly interested in specific examples of what you personally owned and achieved.

Shortlisted candidates will be invited to an interview and a short paid practical assessment.

We look forward to hearing from you.