Customer Support Lead – Multi-Store Fashion E-commerce | AI-First Support | Fast Growth to Head of Support

Customer Support Lead – Multi-Store Fashion E-commerce | AI-First Support | Fast Growth to Head of Support

ABOUT US

MS Industries LLC runs a fast-growing group of fashion e-commerce stores (dropshipping) selling across the US, UK, Europe, and Australia. We have 4–5 stores today and plan to run 8–10 within the next 2–3 months.

We believe the profit in e-commerce is kept in the back end. Customer support is where revenue is saved, disputes are prevented, refunds stay controlled, and customers stay happy. That is why this is one of the most important roles in our company.

We're building a core team: Customer Support Lead, Dispute Manager, and Supply Chain Manager, working closely with the founder. We meet weekly as a team and work together daily through Slack. We want people to grow with us for the long term, including into future businesses.

THE ROLE

We currently have a support rep handling tickets and are hiring a Support Lead to take over and raise the standard. You'll start by owning all customer support yourself. As volume grows, you'll help hire, train, and lead new agents. Depending on how fast the stores scale, that could happen within weeks.

Current volume: 25–30 tickets/day. We expect 300–400/day during Black Friday and peak season.

WHAT YOU'LL OWN

• All customer support across every store: order tracking, shipping delays, returns, exchanges, refunds, and quality complaints.

• Fast response times: under 16–18 hours now, under 8–10 hours during Q4 (Gets easier once we have more CS positions working around the clock and transition to our AI ticket response platform)

• AI-first workflow: we're moving from Re:amaze to an AI support platform soon while just finalizing . For now with Re;amaze the process is the same as usual when replying to tickets - Once we have the AI platform in action, you'll review, edit, approve, and send AI-drafted replies quickly and accurately. Translation tools handle French, Spanish, and other languages.

• Preventing disputes before they happen. You won't file dispute responses; our Dispute Manager does that. But most chargebacks start in customer service, so you'll spot the customers likely to file and resolve things first with the right reply, offer, or refund.

• Refund decisions: you'll have real freedom to approve refunds and returns using good judgment, while keeping the monthly refund rate under 7%. You'll know when a full refund prevents a bigger problem and when it isn't needed.

• After-sales supplier communication about order issues, delays, and defects, working closely with our Supplier as well as our Supply Chain Manager.

• Your own tracking sheet: refunds, returns, issue reasons, order numbers, products with repeated complaints, offers made, and which reply approaches are working.

• Reporting in Slack and on weekly team calls: product quality trends, tracking issues, and recommended fixes.
• Building and improving SOPs, reply templates, and AI response guidelines as we add stores.

KPIs YOU'LL BE MEASURED ON

• Response time (targets above)
• Dispute rate trending down
• Refund rate under 7%
• Customer satisfaction and no missed tickets

PAY AND GROWTH

• $4–7 USD/hour depending on experience, full-time

• KPI bonuses paid monthly, with significantly higher earning potential during Black Friday and Q4

• Clear path to Head of Customer Support as well as possibly bigger roles with us paying over 4-5 figures USD per month, depending on how commited you are to growing at MS INDUSTRIES - with raises as you take on hiring, training, and managing a team

WHY WE REQUIRE EXPERIENCE

We're hiring heading into Black Friday, our busiest season of the year. There's no time to teach the basics of customer support right now. We need someone who can learn our systems and step in fast. We'll walk you through our stores, tools, and processes, but you should already know how to handle tickets, angry customers, refunds, and shipping issues. If you need training on the fundamentals, this isn't the right time or role.

REQUIREMENTS

• 2+ years of e-commerce customer support experience
• Dropshipping or multi-store support experience strongly preferred
• Strong written English and calm handling of angry customers
• Comfortable with, and excited about, AI support tools
• Experience with Shopify and a helpdesk such as Re:amaze, Gorgias, or Zendesk
• Proactive: you track your own work, spot problems early, and bring solutions
• Available to start this week and fully available through Black Friday and Cyber Monday
• Reliable internet and a backup plan for outages

WHO THRIVES HERE

• People who take action without being told and message us early when something's unclear
• People who want to learn our way of doing things, even when they have years of experience
• People who are ambitious, want to grow with the company, and treat the business like their own
• Respectful, positive communicators. Experience is valued here, ego is not.
• PEOPLE WHO ARE ACTUALLY AMBITIOUS TO GROW INTO SOMETHING*

NOT A FIT IF YOU:

• Need reminders to answer tickets or follow up
• Prefer writing every reply from scratch over working with AI
• Want a title without taking ownership of results
• Struggle to take feedback or direction

HOW TO APPLY (applications that skip this will not be reviewed)

Start your application with "I own the outcome" and answer:

1. Our dispute rate is 8.5% and our refund rate is 4%. What does that tell you about our customer support, and what would you check first?

2. In fashion e-commerce, what are the most common reasons customers open chargebacks, and how would you stop each one at the support level?

3. A customer's order has been "in transit" for 18 days. They're angry and threatening to contact their bank. Write your exact reply.

4. When would you give a full refund immediately, and when would you hold back? Give one example of each.

5. Have you used AI tools for customer support? Which ones?

6. Have you ever trained or managed other support agents?

7. Tell us about a time a manager asked you to do something differently than you would have. What did you do?

Shortlisted candidates will complete a video call interview and steps after will be clarified based on how the interview goes.