Customer Service Team Lead

Morestaffing; Philippines; Remote; PHP 400,000 - 600,000; Full time

Job summary

A customer support solutions company is seeking a proactive Customer Service Team Lead to manage daily inquiries and develop key systems for support operations. The ideal candidate will have 2+ years of experience in Shopify-based customer service, strong communication skills, and familiarity with AI tools. This role is remote and offers flexible working hours.

Qualifications

• 2+ years in Shopify-based eCommerce customer service.
• Experience building or improving customer service systems.
• Comfortable vetting and implementing new software solutions.

Responsibilities

• Respond to customer inquiries daily through Richpanel.
• Manage returns, refunds, exchanges, and track orders.
• Create and maintain FAQ and help center content.

Skills

Strong written English

Customer service systems management

Proficiency in Shopify

Familiarity with AI tools

Detail-oriented

Tools

Shopify

Richpanel

Monday.com

Google Workspace

Slack

Job description

Job Title: Customer Service Team Lead
Location: Remote
Reports To: TBD
Work Shift: Flexible, with partial overlap to U.S. business hours preferred
Working Hours: 40 hours per week / Full-time

Job Description

We’re looking for a proactive and highly organized Customer Service Specialist to lead and scale our customer support operations. This is not a traditional support role we need someone who can both manage daily customer inquiries and help build out the systems, tools, and processes that will shape our support infrastructure as we grow.

Key Responsibilities

• Respond to customer inquiries daily through Richpanel (our helpdesk tool)
• Handle returns, refunds, exchanges, and shipping issues, and build out clear processes for each
• Manage our replacement parts program (track orders in Monday.com and coordinate fulfillment with the warehouse)
• Create and maintain our FAQ and help center content
• Implement new tools and software as needed (e.g. returns management, automation, or AI support tools)
• Set up and document customer service workflows, SOPs, and automations
• Collaborate cross-functionally with marketing, fulfillment, and product teams to improve the customer experience
• Use AI tools to streamline responses, templates, and repetitive tasks

Qualifications

• 2+ years in Shopify-based eCommerce customer service
• Proven experience building or improving CS systems and processes
• Strong written English and communication skills
• Familiarity with AI tools and automation
• Shopify (expert-level), Richpanel, Monday.com, Google Workspace, Slack
• Comfortable vetting and implementing new software solutions
• Organized, detail-oriented, and proactive able to work independently and take ownership
• Experience managing or mentoring small teams is a plus, (possibly needed for future if volume grows)
• Understanding of logistics and fulfillment workflowsExperience with the U.S.-based customer communication standards