The Customer Support & Back-End Manager is a remote, full-time role leading customer support and chargeback handling across multiple Shopify stores in the US, UK, and EU. You’ll oversee daily ticket and refund reviews, coach support representatives, and use clear KPI reporting to surface product issues.
What You'll Do
- Lead the customer support team and manage chargeback handling across multiple stores.
- Review tickets and refunds daily against the handbook and store policies.
- Coach representatives on mistakes and handle escalations and refund approvals.
- Keep standard operating procedures (SOPs) up to date.
- Track response time, refund rate, claim rate per product, and chargebacks.
- Report problem products to the supply chain and front-end teams using clear data.
What You Bring
- Experience in customer support and back-end management.
Role Details
- Work Mode: Remote
- Salary: $6/hr
- Job Type: Full-time
- Work tools: Gorgias, Shopify, and Google Sheets