Customer Support Manager for 8-Figure Ecom Brand – Team Management & High Attention to Detail

Customer Support Manager for 8-Figure Ecom Brand – Team Management & High Attention to Detail **Summary** We’re an 8-figure eCommerce brand looking for an experienced Customer Support Manager to take ownership of our customer support department. You’ll be responsible for managing our customer support agents, maintaining a high standard of customer communication, handling escalations, improving our processes and ensuring the inbox remains under control. This is a hands-on management role. We need someone who can lead the team but is also willing to step in, review tickets and personally handle difficult customer situations when needed. This role is more than simply making sure emails are answered. You’ll be responsible for ensuring customers receive accurate, helpful and natural responses while continuously finding ways to improve the customer experience. **What You’ll Be Doing:** • Managing and supporting our team of Customer Support VAs • Monitoring the inbox and ensuring tickets are answered on time • Reviewing agent responses for accuracy, tone and quality • Handling escalated, sensitive or complicated customer cases • Training new and existing customer support agents • Creating and improving SOPs, templates and saved replies • Setting clear expectations and holding the support team accountable • Tracking response times, resolution times, customer satisfaction and ticket backlog • Identifying repeated customer issues and investigating their causes • Working with our operations and fulfilment teams to resolve order-related problems • Ensuring refunds, replacements, cancellations and subscription requests are handled correctly • Preventing unnecessary refunds by investigating problems and offering appropriate solutions • Keeping the inbox organised and ensuring no customer is forgotten • Providing regular reports on team performance and common customer issues • Suggesting improvements to our systems, policies and customer experience • Personally responding to tickets when the inbox is busy or additional help is needed **What We’re Looking For:** • Previous experience managing a customer support team • Strong experience in eCommerce customer support • Excellent written English that sounds natural, clear and professional • Strong leadership and communication skills • Extremely high attention to detail • Ability to train agents and give clear, constructive feedback • Ability to remain calm and make good decisions under pressure • Strong understanding of refunds, replacements, subscriptions, fulfilment and shipping issues • Ability to handle frustrated customers without becoming defensive • Confidence making decisions without needing constant supervision • Ability to identify problems and take ownership of solving them • Reliable, organised and responsive **What We DON’T Want:** • Someone who only monitors the team without being hands-on • Someone who waits to be told about every problem • A manager who allows robotic or copy-and-paste responses • Someone who immediately approves refunds without investigating • Someone who focuses only on closing tickets rather than solving problems • Poor grammar or unnatural written English • Someone who ignores small details or fails to follow instructions • Someone who avoids difficult conversations with agents or customers • Someone who reports problems without suggesting solutions **Huge Bonus If You:** • Have managed customer support for a high-volume eCommerce brand • Have worked with Shopify stores • Have used Richpanel, Gorgias, Zendesk or similar helpdesk platforms • Have experience with subscription-based eCommerce brands • Understand fulfilment, shipping, refunds, chargebacks and subscription workflows • Have created customer support SOPs and quality-control processes • Have experience hiring and training Customer Support VAs • Have worked with a supplement, health or wellness brand • Know how to communicate about supplements without making inappropriate medical claims **What Success Looks Like:** • Customers receive fast, clear and genuinely helpful responses • Agents consistently follow our tone, policies and SOPs • Difficult situations are handled calmly and correctly • Refunds are only issued when appropriate • The ticket backlog remains under control • Mistakes are identified and corrected quickly • Agents improve through regular feedback and training • Recurring customer issues are identified and raised to management • The support department runs smoothly without requiring constant supervision • Customers feel taken care of, even when something goes wrong **Availability:** You must be consistently available during our core working hours of approximately 11:00 AM–6:00 PM UK time. Please include your location, time zone, normal working hours and weekend availability in your application. **Compensation:** • Monthly base pay based on experience • Initial paid trial period • Potential for a long-term role and growth within the company **To Apply (IMPORTANT):** Write the word “MANAGER” at the top of your application. Please complete ALL three test questions below. **Test Question 1 – Reviewing an Agent’s Response** A customer emails: “I ordered almost two weeks ago and still haven’t received anything. This is ridiculous. I want a refund.” A support agent responds: “Hi, sorry for the delay. We can give you a refund. Please allow 5–10 business days for the money to arrive.” 👉 Explain what is wrong with the agent’s response. 👉 Then write the full response you would have wanted the agent to send instead. Please consider both the customer experience and the commercial impact on the business. **Test Question 2 – Managing Poor Agent Performance** One of your support agents is replying quickly and closing a high number of tickets, but you notice that: • Their responses feel robotic • They sometimes overlook details in the customer’s message • They offer refunds too quickly • Customers occasionally need to contact us again because the original problem was not fully resolved 👉 Explain exactly how you would manage this situation. Please include how you would review their work, deliver feedback, measure improvement and decide whether further action is required. **Test Question 3 – Identifying a Recurring Problem** Over the course of one week, the team receives a large increase in emails from customers saying their tracking information has not updated. 👉 Explain the steps you would take as Customer Support Manager. We want to understand how you would: • Organise the immediate customer response • Investigate the cause • Communicate with the fulfilment or operations team • Keep management informed • Prevent the issue from creating unnecessary refunds or chargebacks **Also Include:** • Your previous customer support experience • Your experience managing customer support agents • The largest support team you have managed • The approximate number of daily or weekly tickets you managed • The tools and platforms you have used • The KPIs you tracked in previous roles • Your location and time zone • Your expected monthly compensation • Your earliest possible start date Applications that do not include “MANAGER” at the top or do not answer all three test questions will not be considered.