About Us We are a dropshipping company managing 50+ stores across the US and Europe. Our team consists of 25+ members and is growing month over month, serving as a great opportunity for you to come grow with us. Role Overview We are seeking an experienced Customer Support Manager to lead and optimize our customer service operations. You will oversee a high-performing support team, ensure smooth day-to-day operations, and continuously improve systems, performance, and customer satisfaction metrics. Key Responsibilities - Manage, train, and support a team of Customer Support agents - Oversee daily ticket flow and ensure SLAs are consistently met - Identify recurring issues, trends, and customer pain points - Track, analyze, and report KPIs weekly (response time, resolution time, CSAT, dispute rate, etc.) - Optimize workflows, automations, macros, and SOPs - Maintain consistent brand voice and high-quality responses - Collaborate with fulfillment, operations, and payment teams to resolve order issues - Reduce chargebacks, disputes, and refund rates through proactive system improvements - Continuously improve efficiency to handle high ticket volumes at scale Requirements - Proven experience managing a customer support team of 10+ agents - Experience in high-volume e-commerce or dropshipping environments - Strong understanding of support KPIs and performance management - Experience with helpdesk tools (e.g., Gorgias, CommSlayer, etc) - Shopify experience - Experience building and optimizing SOPs - Deep understanding of dispute and chargeback prevention strategies Nice to Have - Experience managing global support across multiple time zones - Experience scaling support operations from 6 to 7+ figures monthly - Experience with automation tools and AI integrations in customer service - Experience with subscription retention strategies What We Offer - Fully remote position - Direct impact on a high-revenue brand - Opportunity to build and lead a scalable support infrastructure - Long-term growth opportunities (do good, we recruit you to more brands) How to Apply Please send your resume along with a short summary of your experience managing large customer support teams and scaling operations.