Customer Service Manager – E-Commerce

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Twoconnect

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏥 Healthcare

⚖️ Legal

📦 Logistics

Healthcare • Legal • Logistics

Twoconnect is an outsourcing service provider specializing in tailored and scalable offshore staffing solutions for businesses in Australia and New Zealand. They offer expert HR consulting, talent sourcing, onboarding, and performance management to help companies build dedicated offshore teams in various industries, including accounting, IT, healthcare, and retail. With a focus on long-term partnerships, Twoconnect streamlines the recruitment and management of remote staff to enhance operational efficiencies and reduce costs.

📋 Description

• Manage and optimise the Gorgias customer support helpdesk, including macros, workflows, automation rules, ticket triage, and response quality. • Oversee day-to-day customer service activity across multiple regions. • Liaise between customer service, fulfilment, and 3PL providers to resolve shipping, delivery, and order fulfilment issues. • Manage orders, refunds, exchanges, chargebacks, and customer records in Shopify. • Provide weekly updates on order issues, refunds, exchanges, customer support activity, and service trends. • Build and maintain Excel reporting on support KPIs, response time, resolution time, order issues, customer trends, and inventory discrepancies. • Liaise with warehouse and inventory teams regarding stock levels, backorders, fulfilment timelines, and regional supply issues. • Communicate order, delivery, inventory, backorder, and fulfilment information to customers. • Identify recurring customer pain points and collaborate with marketing, operations, product, and fulfilment teams on process improvements. • Maintain help centre content, FAQs, templates, macros, and support documentation. • Report to leadership on performance, recurring issues, operational risks, customer feedback, and improvement initiatives. • Improve workflows, helpdesk setup, reporting, customer communication, and cross-functional issue resolution. • Provide guidance, mentoring, or support to customer service team members. • Perform other position-level duties as they arise.

🎯 Requirements

• Minimum 5+ years’ experience in customer service, customer support operations, e-commerce support, DTC retail, online retail, or a similar customer-facing role. • Strong hands-on experience with Gorgias or a comparable helpdesk platform, including workflows, macros, automation, reporting, and ticket management. • Solid working knowledge of Shopify, including orders, refunds, exchanges, chargebacks, customer records, and app integrations. • Experience coordinating with 3PL providers, fulfilment partners, warehouse teams, or logistics stakeholders. • Practical understanding of inventory management, stock availability, backorders, fulfilment timelines, and customer-facing updates. • Strong Excel skills for building reports, tracking KPIs, monitoring trends, and identifying service or operational issues. • Experience across multiple regions, markets, or time zones highly regarded. • Excellent written communication skills and customer-first tone. • Strong organisational skills for competing priorities, high-volume tickets, operational issues, and fast-moving customer needs. • Experience maintaining help centre content, FAQs, support templates, process notes, or customer service documentation. • Experience identifying customer pain points and improving processes and customer experience. • Experience managing or mentoring a small customer service team highly regarded. • Experience in health, wellness, supplements, consumer products, or fast-growing e-commerce brands advantageous. • Familiarity with Klaviyo, Loop Returns, ShipStation, or similar platforms advantageous. • Hands-on, proactive, detail-focused, and comfortable owning customer service operations in a fast-paced e-commerce environment.

🏖️ Benefits

• Permanent work from home • Monday–Friday: 7:00 AM - 4:00 PM PHT (adjustments will be made for daylight saving time) • HMO with 2 free dependents and medical reimbursements • Government-mandated benefits • Opportunities to work with leading companies in Australia and beyond • Training programmes for career development • Engaging company outings, team activities and wellness sessions • Supportive, inclusive culture • Dedicated managers focused on your growth and success • Competitive pay and benefits • Additional entitlements • Structured career development programs • Stability, growth and genuine care for every employee • Equal opportunity, cultural diversity, and inclusive workplace