Customer Service Manager – Fashion E-commerce (Dropshipping)

ABOUT US

We run several fashion e-commerce stores selling to the UK, US, Australia, Canada, France, Germany, Italy and Denmark. We test new products every day, work with a supplier/agent in China, and have a team of 5 customer service agents handling tickets in Freshdesk.

We are growing fast. The owners can no longer review the team's work every day, so we need a hands-on CS Manager who will own customer service quality, enforce our SOP, and report to us daily.

THIS IS NOT AN ENTRY-LEVEL ROLE. If you have never managed a CS team & have no experience in dropshipping, please do not apply.

WHAT YOU WILL DO

• Audit your agents' tickets every day:
• Correct refund amounts, with no over-refunding (including discount calculations)
• Correct refund funnel used at the right stage
• Correct Freshdesk tags and ticket status
• Replies written in the customer's language
• Check that every refund and cancellation is logged accurately in our Refund Analysis Sheet
• Make sure agents post issues in the correct Slack channels using our format
• Track attendance: log-in/log-out times and shift coverage
• Enforce and improve our SOP, macros and templates. Spot gaps and propose fixes.
• Handle escalations: chargeback threats, disputes, difficult customers
• Work closely with our Supply Chain Manager and our Chinese agent to quickly solve order issues (wrong items, damaged goods, delivery failures, returns)
• Send a daily end-of-day (EOD) report to the owners and join regular calls during the week
• Coach agents on their mistakes and help onboard new hires

REQUIREMENTS

• 2+ years managing or leading a CS team (not just working as an agent)
• E-commerce CS experience, ideally in fashion/apparel, where return and refund requests are high
• Dropshipping experience
• Experience working with a China-based supplier or sourcing agent
• Hands-on with Shopify (orders, refunds, duplicating orders) and Freshdesk or a similar helpdesk
• Comfortable with Google Sheets and Slack
• Excellent written English
• Very detail-oriented. You notice when a number is wrong.
• Reliable internet and a backup power plan

NICE TO HAVE

• Experience reducing refund rates or chargebacks
• Experience with partial-refund or customer retention strategies
• Comfortable reviewing replies in French, German or Italian (translation tools are fine)
• Has written SOPs or built QA scorecards before

SCHEDULE & PAY

• 5 hours/day, 6 days/week (30 hours/week)
• SPLIT shift: one block in the morning and one block in the afternoon/evening (Philippine time). Exact hours will be agreed with the selected candidate.
• $7/hour (about PHP 52,000/month)
• Long-term role, with room for more hours as the team grows

HOW TO APPLY (READ CAREFULLY)

Apply ONLY through our application form: ----------

It takes about 20-30 minutes and includes a short practical test and a 2-3 minute video.

We do NOT review messages sent here on OnlineJobs.ph. Applications without the completed form will not be considered.