Customer Support Manager with Dispute Experience

Join a Fast-Growing E-commerce Team!

We run multiple fashion dropshipping Shopify stores for the US, UK and French markets, and we are still growing. Our products ship from our supplier in China. To support our growth, we are looking for an experienced Customer Support Manager with proven experience leading a team of multiple Customer Service Representatives in general fashion dropshipping. You also know how to handle disputes and chargebacks.

What You'll Be Doing:

• Making sure every customer ticket in Gorgias gets an answer as soon as possible
• Reviewing every refund request of your team and processing the refunds in Shopify
• Handling escalated tickets and cases your team cannot solve
• Handling disputes and chargebacks: collecting evidence and responding in Shopify before the due date, using Disputifier
• Checking the quality of your team's tickets every day and giving same-day feedback
• Checking the hours, activity and ticket output of your team in Hubstaff
• Onboarding and coaching new Customer Support team members
• Filling in a daily report and weekly report decks, and presenting them in our weekly team meeting

Your KPIs:

• Your team reaches 20 tickets per hour and 80% Hubstaff activity, with a quality score of 95% or higher
• Refunds processed with 0 avoidable errors
• Hubstaff hours of your team match their tickets and output
• Daily report and weekly decks accurate and on time
• Escalated tickets solved within 24 to 48 hours, and escalations below 5% of all tickets
• Dispute win rate of 60% or higher on chargebacks and 70% or higher on inquiries
• Refund rate of the dispute department at most 6-7%

What We're Looking For:

• Extensive experience as a Customer Support Manager in general fashion dropshipping, leading a team of multiple Customer Service Representatives
• Proven experience handling disputes and chargebacks in Shopify
• Experience with Shopify admin, Gorgias, Disputifier, Hubstaff, ---------- and Google Sheets
• Experience with tracking websites such as 17Track, Yun Express and ParcelsApp
• Excellent written English (French is not required, we use translation tools)
• Strong attention to detail, you aim for perfection
• Able to coach a team and give clear, direct feedback
• Willingness to learn and follow our proven workflow
• Availability Monday to Friday, 3:00 PM to 11:00 PM Philippine time, together with our support team. On Mondays you also send the risky products list before 12:00 PM Philippine time. We track time with Hubstaff.
• Join our weekly team meeting every Monday from 5:00 PM to 6:00 PM Philippine time.

What You'll Get:

• $5 USD per hour, with room to grow
• Performance-based bonuses
• A supportive, expanding team that helps each other succeed
• Opportunities to grow into other roles within the company
• Long-term role: grows to full time (40 h) when you move to our largest stores.

Ready to join a serious and supportive team?

How to Apply?
Send us your resume and motivational letter and mention "CSM Disputes" so we know you did read the entire job post.