Customer Service Manager - E-Commerce

Job Description

Pop On Veneers is a fast-growing U.S.-based e-commerce company helping customers feel more confident about their smiles. With over 400,000 customers, we operate a high-volume, direct-to-consumer business where exceptional customer service is a critical part of our success.

We are seeking an experienced, hands-on Customer Service Manager for a fully remote position to lead our remote customer support team. The ideal candidate has extensive experience with Shopify, Gorgias, and managing customer service operations in a fast-paced e-commerce environment.

This is not an entry-level management position. We're looking for a proven leader who thrives in a remote work environment, takes ownership of team performance, and continuously improves efficiency, customer satisfaction, and operational processes.

This position is 100% remote and open to U.S.-based candidates only.

Key Responsibilities

• Lead, train, and manage a remote customer service team.
• Oversee daily support operations across email, chat, phone, and social media.
• Optimize Gorgias workflows, automations, and reporting.
• Monitor team KPIs, productivity, response times, and customer satisfaction.
• Handle escalated customer issues, refunds, disputes, and negative reviews.
• Develop processes to improve efficiency and customer retention.

Qualifications

• 5+ years of e-commerce experience, with extensive Shopify knowledge.
• 2+ years of hands-on Gorgias experience, including workflows, automations, and reporting.
• Proven experience managing customer service teams.
• Strong leadership, analytical, and problem-solving skills.
• Experience with high-volume DTC e-commerce businesses preferred.

What We Offer

• Competitive salary based on experience.
• Fully remote position.
• Opportunity to lead and develop an established customer service team.
• Direct collaboration with company leadership.
• A fast-paced, growing e-commerce company where your contributions make a measurable impact.