CS Manager

Location:

Fully Remote

Reports To:

Head of Customer Service

Employment Type:

Freelance (Contract)

Due to rapid growth in our DIY Art Club market, we are looking for a proactive and experienced Customer Service Team Manager to take ownership of day-to-day support operations for a dedicated market or functional area. In this role, you will be the core operational contact point for your team, driving coverage, quality standards, agent performance, and team development while resolving escalations internally.

• Operations & Coverage:
  Manage rostering, shift coverage, and absence tracking for your designated market.

• Team Leadership & Growth:
  Conduct weekly 1:1s for new joiners, monthly 1:1s for tenured staff, and lead onboarding for new team members.

• Performance & Quality Control:
  Perform regular quality checks on agent interactions and maintain performance standards across the team.

• Escalation Management:
  Serve as the primary escalation point, resolving complex customer issues within the team rather than passing them upward.

• Customer Satisfaction:
  Monitor and drive key performance metrics including response time, CSAT, and Trustpilot ratings for your market.

• Hiring & Placement:
  Participate in interviewing candidates and place agents across Level 1 and Level 2 tiers.

• Experience:
  
  2+ years in customer service, with at least 1 year in a team lead, supervisor, QA, or senior agent capacity.

• Helpdesk Expertise:
  Hands-on proficiency with Gorgias or a comparable ticket/helpdesk platform.

• E-Commerce Workflows:
  Familiarity with Shopify order management, refund processing, and fulfillment workflows.

• Communication
  
  Skills:
  
  Exceptional written English communication skills, with the ability to maintain a warm, professional, and on-brand tone under pressure.

• Data & Reporting:
  Comfortable working with spreadsheets, tracking key support metrics, and evaluating operational trends over time.

• Remote Leadership:
  Proven ability to work independently, make decisive operational choices, and lead a team effectively in a remote environment.

• Problem Solving: A calm, solutions-oriented mindset when addressing escalations or unexpected challenges.

• Experience working with e-commerce brands.

• Exposure to lightweight automation and workflow integration tools (e.g., Zapier, Google Apps Script).

• Prior experience supporting multi-brand or multi-channel customer service operations.