Customer Service Manager – E-Commerce

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.