Remote E-Commerce Customer Support Manager (Amazon & Shopify)

Company: Indeed | Amazon Work From Home
Job Type: Full-Time
Location: Remote (Jobs in USA, Jobs in UK, Jobs in Kuwait)

Job Overview:

Are you an expert in Amazon and Shopify customer service with a passion for driving sales and improving customer satisfaction? We are seeking a highly skilled Ecommerce Customer Service Manager to lead our support team, enhance customer experiences, and increase conversions. If you thrive in a fast-paced environment and have experience with tools like Re:amaze, this is the perfect role for you.

Key Responsibilities:

• Lead & Manage a Customer Support Team—Oversee and develop a high-performing remote customer service team, ensuring exceptional support for Amazon and Shopify customers.
• Customer Satisfaction & Retention—Monitor and enhance CSAT (Customer Satisfaction Score) by providing timely, accurate, and personalized solutions.
• Sales & Conversion Growth—Leverage customer interactions to increase upselling and cross-selling opportunities, turning inquiries into revenue.
• Order Fulfillment & Operations—Manage order processing, shipping, and returns efficiently across Amazon Seller Central and Shopify platforms.
• Process Optimization—Identify gaps, implement improvements, and refine workflows for better customer experience and efficiency.
• Performance Analytics—Track and improve KPIs such as CSAT, response time, and conversion rates.
• Cross-Department Collaboration—Work with marketing, operations, and inventory teams to align customer service strategies with business goals.
• Compliance & Policy Management—Stay updated on Amazon and Shopify policies to maintain operational integrity and account health.

Qualifications & Requirements:

• 5+ years of experience in eCommerce customer service and fulfillment, with expertise in Amazon and Shopify.
• Proficiency in customer service tools like Re:amaze, Gorgias, Zendesk, or similar platforms.
• Strong leadership skills—Ability to manage and mentor a remote team effectively.
• Excellent communication skills—proficient in written and spoken English.
• Data-driven approach—Experience analyzing and improving CSAT, response time, and conversion rates.
• Customer-focused mindset—Passion for delivering an outstanding shopping experience.
• Adaptability & problem-solving skills—Thrives in a fast-paced, evolving eCommerce environment.

Why Join Us?

• Remote Work Flexibility—Enjoy working from home with a fully remote setup.
• Career Growth Opportunities—Take a key role in an expanding eCommerce business.
• Make an Impact—Play a vital role in customer satisfaction and revenue growth.
• Innovative Work Culture—Be part of a supportive, forward-thinking environment.

FAQs

1. What does an Ecommerce Customer Service Manager do?

An Ecommerce Customer Service Manager oversees customer support for Amazon and Shopify stores, ensuring high satisfaction, increasing conversions, and streamlining fulfillment operations.

2. Is this a remote job?

Yes! This is a fully remote role, allowing you to work from home from the USA, UK, or Kuwait.

3. What experience is required for this role?

Candidates should have 5+ years of eCommerce customer service experience, preferably in Amazon and Shopify, along with strong leadership and analytical skills.

4. What tools will I be using?

You will work with Amazon Seller Central, Shopify, Re:amaze, and other customer service tools to manage and optimize customer interactions.

5. How can I apply?

To apply, submit your resume through Indeed or our company careers page.