Customer Service Manager

About Us We are a premium Japanese-inspired art brand. We create museum-grade prints, curated collections, and storytelling around Japanese aesthetics. About the Role *NO AGENCIES* As we grow, we are looking for a Customer Operations Manager to take full ownership of our customer service operations and become a trusted pillar of the business. This role goes far beyond answering messages. You will step into a position that owns the entire customer experience end to end. Your work will directly shape how customers perceive and remember our brand. This is a long-term collaboration for someone who enjoys responsibility, clarity, and building systems that truly work. What You’ll Be Responsible For - Owning all customer communication across Gorgias (our customer support tool), email, Facebook, and Instagram - Managing refunds, returns, replacements, claims, and custom orders - Handling Shopify order management and working with supplier dashboard - Resolving complex or sensitive cases calmly and independently - Maintaining and improving macros, templates, and internal SOPs - Ensuring high response quality and consistent tone across all channels - Identifying recurring issues and proactively improving workflows - Acting as the single point of ownership for customer experience Who You Are - Experienced in e-commerce customer operations and ready for full ownership - Confident working hands-on with Shopify and support tools - Comfortable making decisions and handling edge cases without escalation - Clear, empathetic, and precise in written communication - Highly organized, reliable, and process-driven - Someone who cares about doing things properly, not just quickly Experience We’re Looking For - Solid background in customer service for e-commerce brands - Experience with helpdesk or live chat tools (Tidio, Gorgias, Zendesk, or similar) - Familiarity with refunds, shipping issues, damaged orders, and custom requests - Ability to document processes and improve systems over time What Makes This Role Special - Real ownership and trust from day one - Direct impact on how the brand is experienced by customers worldwide - A calm, respectful working culture that values quality and clarity - Long-term collaboration with room to grow alongside the brand - Remote and flexible working structure with clear responsibilities To Apply Please send: - Short intro - Your Experience in Customer Support - Your weekly availability & expected hourly rate (or salary expectation for a part-time role) We are looking for someone who takes pride in creating thoughtful, reliable customer experiences and wants to be part of building something meaningful. Looking forward to hear from you! :)