Customer Service Manager - E-commerce

Job Description

Job Description

El Famoso | Just outside Austin, toward Lockhart | Full-time, onsite | $70,000–$85,000 annually

About El Famoso

El Famoso builds the commerce infrastructure behind artists and brands. Based in Central Texas, we handle e-commerce operations, fulfillment, tour support, and customer service so our clients can focus on creating. Our customer service team helps fans navigate everything from everyday orders to major releases and merchandise drops.

The Role

We're hiring a Customer Service Manager to lead a small team and own the customer and fan experience across multiple artist and brand storefronts. You'll set the department's direction, keep daily support operations running, coach your team, and improve the systems behind the work.

This is a hands-on management role. You'll manage the queue and team coverage, handle escalations, and answer email and chat tickets when volume or complexity requires it. You'll also build better workflows in Gorgias and use AI and automation to make support faster, more accurate, and more useful.

You'll work onsite at our warehouse and office just outside Austin, toward Lockhart, alongside fulfillment, shipping, and commerce teams. That proximity matters: resolving an order issue may mean checking with the warehouse, identifying the cause, and following through until the customer has an answer. You'll be the customer's advocate inside the operation and turn recurring issues into lasting improvements.

What You'll Do

Lead the team and daily support operation

• Own queue health, ticket priorities, scheduling, and coverage through everyday volume, product drops, and holidays.
• Hire, onboard, train, and coach CS coordinators and associates. Review ticket quality and give clear, actionable feedback.
• Handle complex escalations and work directly with customers when needed. Set the example for clear communication, empathy, and sound judgment.

Own the customer experience across storefronts

• Maintain each client's brand voice, support standards, and approved policies for returns, refunds, exchanges, cancellations, and shipping issues.
• Coordinate order holds, backorders, returns/RMAs, delivery exceptions, and chargebacks with the appropriate teams.
• Onboard new stores into customer service with documented policies, helpdesk setup, knowledge resources, and team training.
• Join client calls, communicate service trends and concerns, and align response and resolution expectations with what the operation can deliver.

Improve systems and prevent repeat problems

• Build and maintain Gorgias macros, rules, routing, knowledge resources, and AI support workflows.
• Test automated responses for accuracy, brand voice, and policy compliance; establish clear handoffs when a person needs to step in.
• Develop proactive communication for delays, delivery exceptions, launches, and other events that generate avoidable tickets.
• Track recurring issues and work with Fulfillment, Shipping, Commerce, and Billing to address their causes.

Use data to manage performance

• Track first response time, resolution time, backlog and ticket age, CSAT, ticket quality, automation performance, and cost per ticket.
• Turn reporting into staffing decisions, coaching priorities, and process improvements.
• Give leadership and clients clear visibility into service performance, emerging issues, and actions underway.

What You Bring

• 2+ years of customer service experience, including at least 1 year leading or managing a team.
• Hands-on e-commerce, fulfillment, or logistics support experience, including resolving order and shipping issues.
• Experience using Gorgias, Zendesk, Intercom, or a similar helpdesk to manage tickets, workflows, and reporting.
• Experience improving a support process, macro, routing rule, or automation—and the ability to explain what changed and how you evaluated the result.
• Strong written communication and the ability to adapt to different brand voices, policies, and customer needs.
• Confidence coaching people, setting expectations, and following through on performance issues.
• Comfort using AI tools, with the judgment to verify their output and recognize when human support is needed.
• Calm, empathetic judgment in difficult conversations and ownership of issues through resolution.
• Ability to work onsite at our facility just outside Austin, toward Lockhart.

Helpful experience: Shopify, ShipHero, Monday.com, Google Workspace, multiple storefronts, and support during high-volume launches or holiday periods. Music merchandise experience is a plus.

What Success Looks Like

• The team knows its priorities, customers receive timely answers, and escalations have clear owners.
• Store policies and support resources stay accurate, consistent, and easy to use.
• Recurring customer issues lead to improvements in the warehouse, storefront, or support workflow.
• Automation improves service while maintaining accuracy, empathy, and brand voice.

Why El Famoso

You'll support artists and brands whose customers care deeply about what they buy. You'll work close to the people fulfilling those orders, have a direct role in improving the experience, and shape how a small customer service department grows.

Compensation: $70,000–$85,000 annually, plus paid time off.

When applying, please include your resume and a brief example of a customer service process or workflow you improved, including the result.

El Famoso builds the commerce infrastructure behind culture. Based in Central Texas, we partner with artists and brands to manage eCommerce fulfillment, wholesale distribution, international shipping, and customer service.
Our fulfillment operation supports everything from daily direct-to-consumer orders and high-volume product drops to wholesale, retail, tour, and international shipments.

Company Description

El Famoso builds the commerce infrastructure behind culture. Based in Central Texas, we partner with artists and brands to manage eCommerce fulfillment, wholesale distribution, international shipping, and customer service.\nOur fulfillment operation supports everything from daily direct-to-consumer orders and high-volume product drops to wholesale, retail, tour, and international shipments.