Customer support manager assistant (QA & ticket approval)

ABOUT THE ROLE We are looking for a detail-oriented customer support manager assistant to oversee the quality of our customer support team's ticket responses. Your main job is to review, approve, and give feedback on replies written by our customer support representatives before they are sent to customers. This is a supervisory support role - you will not be handling customers directly. Instead, you will make sure every response that goes out meets our quality and tone standards. WHAT YOU WILL DO - Review and approve ticket responses drafted by customer support representatives - Check for accuracy, tone, grammar, and completeness before responses are sent - Edit or rewrite responses that do not meet standards - Give clear, constructive feedback to reps to help them improve - Flag recurring issues or patterns to the manager - Help maintain and update response templates and SOPs REQUIREMENTS - Previous experience in ecommerce customer support, preferably in a dropshipping environment - Strong written English - you must be able to spot grammar issues and improve response quality - Experience reviewing or coaching other support agents is a big plus - Familiar with helpdesk tools such as Gorgias, Zendesk, or Freshdesk - High attention to detail and consistent with quality standards - Able to give feedback in a respectful and constructive way NICE TO HAVE - Experience with a branded or private-label ecommerce store - Familiar with Shopify order management - Experience building or maintaining response templates and macros HOW TO APPLY - Send your updated PDF resume