DTC Customer Service Manager
Job Summary
The Customer Service Manager will lead a support team to handle global inquiries, manage daily operations, and ensure high KPI performance. This role involves optimizing support processes and coordinating with logistics and operations teams to improve customer retention. The position requires a professional approach to resolving complex issues within an e-commerce environment.
Responsibilities
- Handle escalated customer inquiries
- Lead and supervise CS agents
- Monitor KPI performance (FRT, CSAT, FCR)
- Optimize SOPs and support workflows
- Coordinate with logistics and operations
Required Skills
- 2-5 years of CS experience
- 1-3 years of team leadership
- Proficiency in Shopify, Zendesk, or Gorgias
- Strong English communication skills
- E-commerce/DTC background
Job Details
Key Responsibilities:
1. Customer Support Operations
- Handle escalated customer inquiries via email, phone, and chat
- Support global customers across different time zones
- Resolve issues related to orders, shipping, returns, refunds, and exchanges
- Ensure professional communication aligned with brand tone
2. Team Management
- Lead and supervise customer service agents
- Assign daily workload and monitor performance
- Conduct onboarding, training, and coaching
- Evaluate agent quality and performance
3. KPI & Performance Management
- Ensure team meets SLA targets including: First Response Time (FRT), Customer Satisfaction (CSAT), and First Contact Resolution (FCR)
- Monitor daily/weekly performance dashboards
- Identify gaps and drive continuous improvement
4. Process & Quality Improvement
- Optimize SOPs, macros, and response templates
- Work closely with logistics, operations, and warehouse teams
- Analyze customer complaints and recurring issues
- Support refund control and fraud prevention policies
5. Cross-functional Communication
- Coordinate with Shopify operations, logistics, and payment teams
- Escalate critical issues to management
- Provide customer insights to improve conversion and retention
Requirements:
Must-have
- Based in Manila
- 2–5 years customer service experience
- 1–3 years team leadership experience
- Experience with Shopify / Zendesk / Gorgias or similar tools
- Strong English communication skills
- Experience in e-commerce or DTC brands preferred
Nice to have
- Cross-border e-commerce experience (US/EU markets preferred)
- High-volume ticket handling experience
- Knowledge of logistics and returns workflow
- Experience working with Shopify independent stores
- Ability to communicate in Mandarin Chinese is a strong plus
- Experience supporting Chinese-speaking teams or stakeholders
Key Competencies
- Strong problem-solving ability under pressure
- Customer-first mindset
- Data-driven decision making
- Strong leadership and coaching ability
- Attention to detail
- Fast execution in high-paced environments