Customer Service Manager (E-Commerce) - Work from Home / Dayshift

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, operationa