Customer Service Manager (E-commerce / Dropshipping)

Job description

BJ Ecom is a fast-growing dropshipping company managing 50+ Shopify stores across Europe and the US. With a team of 25+ members and expanding rapidly, we are focused on delivering exceptional customer experiences at scale. Tasks We are looking for an experienced Customer Support Manager to lead and optimize our customer service operations. You will oversee a team of 12 Customer Support agents, ensure smooth daily operations, and continuously improve support systems and performance. Requirements Proven experience managing a large customer support team (10+ agents) - Experience working with high-volume e-commerce or dropshipping businesses (1000-3000 orders per day) - Strong understanding of customer support KPIs and performance management - Experience with helpdesk tools (e.g., Helpscout, Reamaze, etc.) - Excellent leadership, communication, and problem-solving skills - Highly organized and data-driven mindset - Extensive knowledge on optimizing SOPs to minimize chargebacks and disputes Benefits Fully remote work environment - Opportunity to manage a large-scale CS operation - Fast-paced, growth-driven team - Room for career growth and leadership impact Please send your resume along with a short summary of your experience managing large customer support teams and scaling operations.