E-commerce Customer Service Manager

ABOUT US:

We’re a rapidly expanding e-commerce brand passionate about quality products and unforgettable customer experiences. As we scale, we’re looking for a proactive and strategic Customer Service Manager to lead support operations and serve as a vital link to our executive team.

ROLE OVERVIEW:

This role combines team leadership, tactical execution, and high-level collaboration. You’ll guide daily customer service workflows while actively communicating with company leadership to share insights, resolve pain points, and support broader business goals.

KEY RESPONSIBILITIES:

• Lead and mentor the customer service team, promoting a culture of responsiveness and empathy
• Manage day-to-day operations across digital platforms with attention to efficiency and quality
• Build and optimize support systems using Shopify and return platforms; ShipStation experience a strong plus
• Collaborate closely with senior leadership to communicate customer trends, challenges, and opportunities
• Generate reports and data-driven recommendations for improving customer satisfaction
• Coordinate cross-functionally with logistics, tech, and marketing departments to improve experience

QUALIFICATIONS:

• Minimum 3 years in customer service for e-commerce, with 1+ year in a managerial position
• Strong communication skills in both English and Spanish
• Shopify expertise required; familiarity with ShipStation and return systems preferred
• Skilled in CRM tools (e.g., Zendesk, Freshdesk)
• Proven ability to lead teams while contributing to strategic discussions with upper management
• Analytical mindset with a hands-on approach to problem-solving

WHAT DO WE OFFER?

• Competitive salary and performance incentives
• Flexible scheduling and remote collaboration opportunities
• Professional growth in a dynamic, supportive environment
• Employee discounts on all products

• Beneficios de acuerdo a la LFT
• Transporte
• Utilidades garantizadas
• Servicios medicos en planta
• Comedor
• Bonos por Cumplimiento de Metas