Customer Service Manager | Women's Fashion Brand | $1,300-$1,700/mo + Bonus

WHO WE ARE

We're a fast-growing womens clothing brand selling on Shopify.

Customer service is where we need real ownership this Q4 season. We need an experienced Customer Service Manager with native English fluency that has managed customer service teams before.

This is a big role. The person we hire will work closely with the owner and be accountable end-to-end for the entire back end customer service experience.

WHAT'S THE ROLE?

This is not a role for someone who sends macros and answers tickets.

You'll run customer service day to day: managing human and AI agents, keeping response times and quality on target, and improving the systems the team works from. We want a logical, detail-oriented thinker who looks at a messy workflow and wants to fix it.

WHAT YOU'LL DO?

• Manage our frontline agent, plus anyone we add as we grow. Review their work and get new agents up to speed.
• Know our policies inside out (returns, exchanges, store credit, delivery) and make sure they're applied consistently.
• Own our Gorgias setup: macros, tags, views, rules and automations.
• Write and maintain SOPs for the team.
• Run regular ticket QA and turn recurring mistakes into training or macro updates.
• Handle escalations from the team. When a macro doesn't fit, you use your own judgement within our policies to resolve it.
• Work with our fulfilment partner on delays, lost parcels and damaged orders, and keep customers updated.
• Spot what's driving repeat tickets, like sizing, quality or delivery issues, and flag it to us.
• Report weekly on how the department's doing and what you've changed.

WHAT YOU NEED TO APPLY?

• 2+ years using Gorgias or Zendesk. You've configured it, not just answered tickets in it.
• Customer service experience at another large DTC brand.
• Experience hiring and training at least one human agent.
• Comfortable with Shopify order management.
• Strong written and spoken English, native or near-native.
• Good with data. You can pull a report, spot the trend and act on it.
• Calm under pressure. Angry customers, agent mistakes and supplier delays don't rattle you.
• You are a confident person who will speak up to raise a problem, not keep quiet and shy away hoping it will disappear.

NICE TO HAVE:

• Fashion or apparel e-commerce, especially sizing, exchanges and returns
• Experience with dropshipping or a third-party fulfilment partner
• Gorgias AI Agent or other helpdesk automation.

WHAT WE OFFER?

• $1300-$1700 +Quarterly KPI bonus worth about 10–15% of annual base.
• Starting probation period with a pay increase if successful.
• Full Time Work with progression opportunity.
• Real ownership and Decision making: You'll run the department, and we give you the power to make decisions on how it runs seamlessly.
• Fully remote, with a set overlap window and flexibility outside it.

HOW TO APPLY

Apply through OnlineJobs. Start your message with "Pomegranate", then answer these in your own words (no AI, please):

1) Basics: your timezone, hours you can overlap with UK, London Timezone. Salary expectation, and earliest start date.

2) Your build: one thing you've built in Gorgias or Zendesk (a rule, macro, view, tags or automation), the problem it solved, and what changed.

3) Your numbers: one support metric you improved, with the before and after.

4) Customer reply: our refund policy is 30 days from delivery for unworn items. A customer writes: "I bought these trousers 45 days ago and wore them twice. The waistband has stretched and they don't fit anymore. I want a full refund." Write your reply as you'd send it (under 150 words).

5) Gorgias certificate: link or attach any Gorgias Academy certificate (free at ---------- ). This is required if your experience is Zendesk only.

Attach your CV. Applications that skip the first word or any question won't be reviewed.