Customer Service Manager (eCommerce)

TL;DR

Customer Service Manager (eCommerce): Leading and optimizing customer support operations for an eCommerce subscription business with an accent on team leadership, process optimization, and customer retention. Focus on implementing root cause solutions, managing end-to-end order fulfillment, and utilizing CRM tools like Gorgias and Shopify.

Location: Remote (Must be based in the Philippines)

Company

hirify.global provides specialized virtual assistant and management services for businesses.

What you will do

• Lead, train, and mentor a team of customer service agents to ensure exceptional support quality.
• Develop and maintain customer service SOPs and self-service resources (FAQs, help center) to drive efficiency.
• Identify and implement strategic solutions to address the root causes of recurring customer issues.
• Manage end-to-end order fulfillment and resolve inquiries related to subscriptions, payments, and account management.
• Utilize Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions.
• Create detailed performance reports using data analytics to identify trends and implement improvements.

Requirements

• Must be based in the Philippines.
• Minimum of 5 years experience in customer service management, ideally in eCommerce or subscription-based environments.
• Proficiency in Shopify and Gorgias CRM.
• Bachelor's degree in Business Administration, Communications, or a related field.
• Fluent English communication skills (C1+).
• Strong leadership, conflict resolution, and analytical skills.

Nice to have

• Experience with subscription management platforms such as Recharge.

Culture & Benefits

• Full-time remote work arrangement.
• Opportunity to lead and shape the support operations of a growing subscription business.
• Professional environment focused on proactive problem-solving and strategic growth.