About this role.
This remote Customer Service Manager role focuses on delivering exceptional e-commerce support across multiple regions. The position oversees helpdesk operations in Gorgias, manages Shopify orders and refunds, and coordinates with 3PL partners to resolve fulfilment issues. The manager also builds Excel-based reports, maintains help center content, and drives process improvements. It requires deep expertise in e-commerce customer service operations and cross-functional collaboration. This is a fast-paced, autonomous role ideal for an experienced support leader.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my strong interest in the Customer Service Manager position. With over 5 years of e-commerce customer support experience and hands-on expertise in Gorgias, Shopify, and 3PL coordination, I am confident in my ability to elevate your customer service operations. I have a proven track record of reducing ticket volume through process improvements and delivering data-driven reports that guide business decisions.
Your focus on delivering a seamless multi-region customer experience resonates with my professional values, and I would be excited to bring my communication and mentoring skills to your team. Thank you for your consideration, and I look forward to discussing how I can contribute to your success.
Sincerely, [Your Name]
Sample interview questions
I would review ticket data to identify root causes, such as missing tracking updates or repeated delay complaints. Then I would work with the 3PL to improve tracking systems and create proactive customer notifications. Additionally, I would implement Gorgias macros so the team can provide consistent answers while collecting feedback for the ops team.
In my previous role, I built automated rules that tagged tickets by category and priority, and created macros for common order issues. I also set up SLAs for response times in Gorgias to ensure team adherence, and I analyzed the helpdesk dashboard weekly to adjust workflows and improve first response metrics.
I would establish clear SLAs per region and ensure we have appropriate staffing overlap. I would also create region-specific templates and help center content to address local needs, and I would communicate proactively with the wider team to synchronize support and logistics updates.
I once built a weekly report that tracked refunds by reason code. The data showed a spike in size-related returns for one product, which we traced to an inaccurate size guide. I shared the report with the product team, and we updated the guide, cutting those returns by 30%.
3PL coordination directly impacts delivery timelines and order accuracy. I would maintain a daily communication channel with each 3PL partner to get updates on backorders and dispatching. I would also create a shared tracking dashboard and escalation path for unresolved shipments, so the customer service team can inform customers proactively.
The Customer Service Manager (E-Commerce) will oversee the end-to-end online customer experience across multiple regions, ensuring customer enquiries, order issues, refunds, exchanges, delivery concerns, and support workflows are handled quickly, accurately, and in line with brand standards. This role will manage Gorgias helpdesk operations, Shopify order activity, 3PL coordination, customer service reporting, help centre content, and process improvements across a fast-paced e-commerce environment.
- Manage and optimise the customer support helpdesk in Gorgias, including macros, workflows, automation rules, ticket triage, and response quality.
- Oversee day-to-day customer service activity across multiple regions, ensuring consistent tone, policies, response standards, and service quality.
- Act as the key liaison between customer service, fulfilment, and multiple 3PL providers to track, troubleshoot, and resolve shipping, delivery, and order fulfilment issues.
- Monitor and manage orders, refunds, exchanges, chargebacks, and customer records in Shopify.
- Provide weekly updates to the wider team covering order issues, refunds, exchanges, customer support activity, and key service trends.
- Use Excel to build and maintain reporting on support KPIs, including response time, resolution time, order issues, customer trends, and inventory discrepancies.
- Liaise with warehouse and inventory teams to understand stock levels, backorders, fulfilment timelines, and regional supply issues.
- Communicate accurate order, delivery, inventory, backorder, and fulfilment information to customers in a clear and professional manner.
- Identify recurring customer pain points and work with marketing, operations, product, and fulfilment teams to reduce ticket volume at the source.
- Maintain and update help centre content, FAQs, templates, macros, and support documentation as products, policies, and regions evolve.
- Report regularly to leadership on customer service performance, recurring issues, operational risks, customer feedback, and improvement initiatives.
- Improve customer service workflows, helpdesk setup, reporting, customer communication, and cross-functional issue resolution.
- Provide guidance, mentoring, or support to customer service team members where required.
- Other position-level duties as they arise.
Requirements
- Minimum 5+ years’ experience in customer service, customer support operations, e-commerce support, DTC retail, online retail, or a similar customer-facing role.
- Strong hands-on experience with Gorgias or a comparable helpdesk platform, including workflows, macros, automation, reporting, and ticket management.
- Solid working knowledge of Shopify, including orders, refunds, exchanges, chargebacks, customer records, and related app integrations.
- Experience coordinating with 3PL providers, fulfilment partners, warehouse teams, or logistics stakeholders to resolve customer order and delivery issues.
- Practical understanding of inventory management processes, including stock availability, backorders, fulfilment timelines, and customer-facing updates.
- Strong Excel skills, with the ability to build reports, track KPIs, monitor trends, and identify service or operational issues.
- Experience managing customer support activity across multiple regions, markets, or time zones is highly regarded.
- Excellent written communication skills, with a customer-first tone and strong ability to resolve issues clearly and professionally.
- Strong organisational skills, with the ability to manage competing priorities, high-volume tickets, operational issues, and fast-moving customer needs.
- Experience maintaining help centre content, FAQs, support templates, internal process notes, or customer service documentation.
- Experience identifying recurring customer pain points and working with internal teams to improve processes, reduce ticket volume, and improve customer experience.
- Experience managing or mentoring a small customer service team is highly regarded.
- Experience in health, wellness, supplements, consumer products, or fast-growing e-commerce brands is advantageous.
- Familiarity with additional e-commerce tools such as Klaviyo, Loop Returns, ShipStation, or similar platforms is advantageous.
- Hands-on, proactive, detail-focused, and comfortable taking ownership of customer service operations in a fast-paced e-commerce environment.
Benefits
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
- Permanent work from home
- Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)
- HMO with 2 free dependents and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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