Senior E-commerce Customer Support Lead

Salary: $700/month to start | Monday–Friday, 8:00 AM–5:00 PM Philippine Time

We Are Looking for a Lion, Not an Employee Who Waits for Instructions.

We are looking for an experienced, highly driven Senior Customer Support Lead to join our growing e-commerce company specializing in men's apparel brands.

This is NOT an entry-level customer service position. We are not looking for someone who simply answers email s, follows scripts, and waits for a manager to tell them what to do.

We want a lion: someone who takes ownership, thinks independently, solves problems, leads by example, pushes the team to improve, and takes pride in delivering exceptional results.

If you have extensive experience in e-commerce customer service, understand Shopify inside and out, and thrive in a fast-paced environment where initiative and accountability matter, we want to hear from you.

Mandatory Requirements

5+ years of direct customer service experience, with substantial hands-on experience supporting e-commerce businesses.

Direct experience with Shopify men's apparel brands. Experience with unrelated industries, general call centers, or customer service outside e-commerce is not sufficient.

Expert-level Commslayer experience, including managing email conversations, handling difficult customers, and organizing support workflows.

Strong knowledge of Shopify orders, refunds, returns, chargebacks, payment disputes, and refund-rate management.

Proven ability to investigate problematic orders, conduct follow-ups, and resolve customer issues before they escalate.

Excellent Google Sheets skills, including keeping records organized, tracking cases, and maintaining accurate operational data.

Outstanding written English and the ability to communicate naturally, professionally, and confidently with customers.

Strong leadership skills and the ability to motivate teammates, identify weaknesses, and help others improve.

The ability to make sound decisions independently without constantly asking a manager what to do.

If you do not have direct experience with Shopify men's apparel brands and Commslayer, please do not apply. We need someone who can hit the ground running, not someone who needs to be trained from scratch.

What You Will Be Responsible For

Take ownership of daily customer support operations and ensure every issue receives proper attention.

Handle complex customer conversations, refund requests, returns, and escalated complaints professionally.

Monitor refund rates and chargeback rates, identify potential problems, and take action to reduce them.

Investigate delayed, missing, or problematic orders and ensure customers receive timely follow-ups.

Maintain highly organized Google Sheets, customer records, and case-tracking systems.

Use Commslayer efficiently to manage conversations, prioritize cases, and maintain excellent response quality.

Identify recurring issues and implement better processes instead of repeatedly solving the same problems.

Take initiative, identify operational gaps, and propose solutions without waiting for instructions.

Help lead the customer service team, raise performance standards, and hold yourself and others accountable.

Continuously improve customer satisfaction, team productivity, and overall support performance.

The Personality We Want

We are looking for someone who is:

Proactive: You see a problem and take action before someone has to tell you.

Organized: Your work is structured, documented, and consistently reliable.

A natural leader: You raise the standard for everyone around you.

Results-driven: You care about outcomes, not just completing tasks.

Confident: You can handle difficult conversations and make decisions under pressure.

Ambitious: You want to grow professionally and take on greater responsibility as the company expands.

Accountable: You take responsibility for mistakes, learn quickly, and focus on solutions.

Passionate: You genuinely care about doing excellent work and helping the business succeed.

We do not want someone who stays in their own bubble, avoids responsibility, or needs constant supervision. We want someone who brings energy, communicates openly, takes initiative, and pushes the entire team to become better.

Compensation and Schedule

Starting salary: $700/month.

Working hours: Monday–Friday, 8:00 AM–5:00 PM Philippine Time.

Salary increases based on demonstrated performance, growing responsibilities, and the value you bring to the company.

Opportunity to grow into a larger leadership role as the business continues to expand.

We reward people who consistently demonstrate exceptional performance, ownership, and leadership.

How to Apply

We are intentionally looking for a highly qualified candidate, not hundreds of generic applications.

When applying, please include:

Your CV or resume, detailing your relevant e-commerce customer service experience.

The Shopify men's apparel brands you have worked with and your specific responsibilities.

Your exact level of hands-on experience with Commslayer.

An example of how you helped reduce refund rates, prevent chargebacks, or resolve a difficult customer issue.

An example of a problem you identified and solved independently without waiting for management instructions.

Your experience managing Google Sheets and organizing customer support operations.

Important: Generic applications will not be considered. We value specific examples, proven experience, initiative, and results.

If you have the experience, discipline, leadership, and drive to take ownership of customer support operations, we encourage you to apply.

We are looking for someone who wants to grow with the company, take on responsibility, and make a real impact.