Customer Support Manager & VA | E-commerce | Full-Time

We’re a fast-growing e-commerce brand looking for an experienced Customer Support Manager & VA to join our team full-time.

This is not an entry-level customer support role.

We’re looking for someone who has strong experience in e-commerce customer support, understands Shopify and e-commerce operations deeply, and is capable of managing a small customer support team of 2-3 people.

You should be someone who works thoroughly, pays close attention to detail, communicates clearly and takes ownership instead of waiting to be told what to do.

WHAT WE’RE LOOKING FOR

\- Strong experience in e-commerce customer support
\- Experience managing or supervising a small customer support team
\- Very good understanding of Shopify and e-commerce operations
\- Excellent spoken and written English
\- Extremely reliable and communicative
\- Strong attention to detail and ability to work thoroughly
\- Organised and able to keep a clear overview of multiple ongoing tasks
\- Able to work independently and take ownership
\- Comfortable communicating with customers, suppliers and team members
\- Experience with Commslayer is a strong advantage

You should already understand processes such as refunds, cancellations, returns, address changes, tracking issues, product changes, fulfilment problems, subscriptions, chargebacks and general Shopify order management.

YOUR ROLE

Your initial focus will be managing our customer support operations and overseeing a small team of 2-3 support agents.

This includes:

\- Making sure tickets are handled correctly and on time
\- Reviewing the quality of customer support responses
\- Helping the team with more complicated cases
\- Making sure our SOPs and policies are followed
\- Keeping track of refunds, cancellations, order changes and important issues
\- Communicating important information to suppliers and the team
\- Identifying mistakes or recurring problems and helping improve our processes
\- Reporting important issues clearly to the brand owner

We also use AI extensively within our customer support workflow. You should be comfortable using AI while still having enough experience to recognise factual, logical or contextual mistakes before anything is sent to a customer.

GROWTH OPPORTUNITY

We’re specifically looking for someone motivated who wants to grow with the company long term.

As you prove yourself and understand more of the business, the role can expand beyond customer support management.

There is an opportunity to gradually take on more responsibilities, work more closely with the brand owner and potentially become the brand owner’s VA in the future.

As your responsibilities and value to the company increase, there is also significant room for your salary to grow.

COMPENSATION & AVAILABILITY

\- Full-time role
\- 8 hours per day
\- Starting pay: $9/hour
\- Long-term position
\- Opportunity for increased responsibility and compensation over time

We want someone who is looking for a serious long-term opportunity, not someone juggling many different clients at the same time.

WHEN APPLYING

Please include:

1. How many years you have worked in e-commerce customer support
2. Which e-commerce brands or Shopify stores you have worked with
3. Whether you have previously managed customer support agents, and how many
4. Your experience with Shopify and other customer support tools
5. Whether you have experience with Commslayer
6. An example of the responsibilities you handled in your most senior previous role
7. Confirmation that you are available full-time

Please do not send a generic application.

We’re looking for someone experienced, reliable and highly motivated who wants to become an important part of the team, take on more responsibility over time and grow alongside the brand.