Customer Service Manager – E-Commerce

Pop On Veneers is hiring a Customer Service Manager to lead its remote customer support team for a high-volume direct-to-consumer e-commerce business. The role oversees daily support operations, team performance, Gorgias workflows, escalations, and process improvements to strengthen efficiency, customer satisfaction, and retention.

Responsibilities:

• Lead, train, and manage a remote customer service team
• Oversee daily support operations across email, chat, phone, and social media
• Optimize Gorgias workflows, automations, and reporting
• Monitor team KPIs, productivity, response times, and customer satisfaction
• Handle escalated customer issues, refunds, disputes, and negative reviews
• Develop processes to improve efficiency and customer retention

Requirements:

• 5+ years of e-commerce experience, with extensive Shopify knowledge
• 2+ years of hands-on Gorgias experience, including workflows, automations, and reporting
• Proven experience managing customer service teams
• Strong leadership, analytical, and problem-solving skills
• Experience with high-volume DTC e-commerce businesses preferred