Customer Service Manager (for E-Commerce/Shopify Brand)

About Us

Pomelo places the best offshore talent with top brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate.

About the Role

We’re looking for a Customer Service Manager with amazing communication skills and customer empathy to join a fast-growing e-commerce/Shopify brand. You’ll be responsible for handling customer inquiries in a friendly and professional manner, resolving customer issues and complaints, and establishing a deep understanding of the brand’s products. We're looking for someone who responds lightning-fast and always goes above and beyond to surprise and delight customers.

Responsibilities

• Respond promptly to resolve customer inquiries or issues regarding order status, product information, shipping details, returns, customer accounts, website functionality, payment methods, technical difficulties, and more
• Process customer inquiries and concerns thoroughly, record and file all required documents, and coordinate with other departments as needed
• Maintain organized customer support ticket and follow-up system, assign Ticket Fields and SKU tags to tickets accurately
• Review and process customer feedback on review platforms
• Coordinate with internal teams and warehouse team to support customer needs
• Maintain accurate records of customer interactions, including feedback and complaints
• Actively listen to customer feedback and gather insights to identify areas for improvement in the customer experience, communicating customer feedback to the appropriate teams to improve customer satisfaction
• Perform ad hoc administrative, business operations, and special projects tasks as needed

Qualifications

• Bachelor’s degree in a relevant field
• 3+ years in a customer service/support role for an e-commerce/Shopify brand
• Deep experience with Shopify, Gorgias, Prive, and Google Workspace 
• Professional fluency in English with excellent written, reading, and speaking skills
• Access to a laptop/desktop with reliable and fast Internet connection
• Ability to work in any US time zone, Monday to Friday (8 hours per day)
• Previous experience working the overnight shift

Benefits

• Competitive pay, always in US dollars
• Work remotely from the comfort of your home
• Health & wellness benefit
• Paid holidays and time off
• Performance and referral bonuses
• Global exposure to the world’s best companies