Customer Service Manager (E-commerce/Shopify)

About the Company

About Ten Digital & CraftHub Ten Digital builds and operates fast-growing, 8-figure DTC brands. Our flagship brand, CraftHub, creates premium licensed craft kits (book nooks, wooden puzzles, diamond painting, paint-bynumber) in partnership with iconic entertainment IPs including Disney, Warner Bros., Universal, and Crunchyroll. Support isn't just a cost center for us: it's a retention engine, a direct line to our creative customer community, and a major driver of lifetime value. We are hiring a leader to own it.

About the Role

The Role We're looking for a CS Manager to own the entire customer experience function—the team, the tooling, the metrics, and the outcomes. This is a hands-on leadership role for someone who has built or optimized a support operation inside a fast-growing DTC business and used it to move retention, not just close tickets. You'll lead a globally distributed remote team, partner directly with leadership on retention, and bring AI-driven automation into the workflow to scale efficiently. You will own CSAT, response and resolution times, churn-reduction initiatives, and the customer voice that feeds back into product and marketing.

Responsibilities

Team & Operations:

• Build, lead, and coach a globally distributed remote support team, with emphasis on customer empathy, data-driven accountability, and professional development.
• Restructure and scale the support model to keep service quality high through growth and seasonal/holiday spikes.
• Define staffing, scheduling, and escalation structures across time zones.

Retention & Customer Voice:

• Treat support as a retention engine: identify churn drivers, design save-offer logic, and reduce order/subscription churn.
• Build and own a VOC (Voice of Customer) and NPS measurement framework, and elevate customer insights to leadership to guide product and marketing strategy.
• Partner with product and marketing to translate support insights into better post-purchase education (unboxing, assembly guides, craft tips) and contextual messaging.

Efficiency & Automation:

• Roll out AI-driven support automation (chatbots, intelligent routing, response macros) across CX workflows to reduce manual workload and response times while maintaining high service quality.
• Drive measurable improvement in first-response time, first-resolution time, and tickets handled per agent.
• Own the support tech stack and its integration with Shopify, subscription billing, and fulfillment systems.

Quality & Cross-Functional Partnership:

• Own and grow CSAT, Trustpilot, and product review-platform scores.
• Partner with Ops and Fulfillment on shipping-issue resolution, replacement of missing/damaged parts, refund/chargeback logic, and SLA management—including international fulfillment disputes.
• Ensure all customer communications align with brand guidelines and IP compliance standards.

Qualifications

• 3+ years in customer support/customer experience management, with proven experience leading remote teams.
• Direct experience owning CX inside a fast-growing DTC brand on Shopify (experience in crafts, hobbies, or licensed merchandise is a plus).
• A track record of using support to move retention: concrete reductions in churn, improvements in CSAT, response/resolution time, and review scores.
• Hands-on experience implementing AI/automation in a support org (helpdesk automation, routing, chatbots, macros).
• Fluency in support metrics and the discipline to run the function off a daily dashboard.
• Experience building VOC/NPS programs and feeding insights into product and marketing.
• Builder mentality—you've stood up or rebuilt a support function, not just maintained one.

Preferred Skills

• Experience with subscription economics (CAC, LTV, churn, save flows).
• Background in or genuine passion for crafts, DIY kits, or pop-culture collectibles.
• Experience managing support across multiple brands or product lines.
• Familiarity with fulfillment/logistics operations and dispute resolution.

Izvor: https://www.linkedin.com/jobs/view/4471327450/

Nivo: senior