Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Fully remote position, open to U.S.-based candidates only.
- Opportunity to lead and develop an established customer service team.
- Direct collaboration with company leadership.
- A fast-paced, growing e-commerce company where your contributions make a measurable impact.
Company Overview