Customer Service Manager (E-commerce / Dropshipping)

BJ-Ecom B.V.; Poland; On-site; Confidential; Full time

Benefits offered by this job

Fully remote work environment

Opportunity to manage a large-scale CS operation

Fast-paced, growth-driven team

Room for career growth and leadership impact

Job summary

A fast-growing dropshipping company is seeking an experienced Customer Support Manager in Poland to lead and optimize its customer service operations. In this fully remote role, you will oversee a team of 12 agents and focus on enhancing support performance while managing high volumes of e-commerce orders. Candidates should have experience in customer support team management and be ready to implement systems for efficiency and effectiveness. There is significant room for career growth and leadership impact within the organization.

Qualifications

• Proven experience managing a large customer support team (10+ agents).
• Experience with high-volume e-commerce or dropshipping businesses (1000-3000 orders per day).
• Strong understanding of customer support KPIs and performance management.
• Experience with helpdesk tools (Helpscout, Reamaze).
• Excellent leadership, communication, and problem-solving skills.
• Highly organized and data-driven mindset.
• Knowledge of optimizing SOPs to minimize chargebacks and disputes.

Responsibilities

• Lead and optimize customer service operations.
• Oversee a team of 12 Customer Support agents.
• Continuously improve support systems and performance.
• Continuously improve support systems and performance.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Data-driven mindset

Tools

Helpdesk tools

Reamaze

Job description

Overview

BJ Ecom is a fast-growing dropshipping company managing 50+ Shopify stores across Europe and the US. With a team of 25+ members and expanding rapidly, we are focused on delivering exceptional customer experiences at scale.

Tasks

We are looking for an experienced Customer Support Manager to lead and optimize our customer service operations. You will oversee a team of 12 Customer Support agents, ensure smooth daily operations, and continuously improve support systems and performance.

Requirements

• Proven experience managing a large customer support team (10+ agents)
• Experience working with high-volume e-commerce or dropshipping businesses (1000-3000 orders per day)
• Strong understanding of customer support KPIs and performance management
• Experience with helpdesk tools (e.g., Helpscout, Reamaze, etc.)
• Excellent leadership, communication, and problem-solving skills
• Highly organized and data-driven mindset
• Extensive knowledge on optimizing SOPs to minimize chargebacks and disputes

Benefits

• Fully remote work environment
• Opportunity to manage a large-scale CS operation
• Fast-paced, growth-driven team
• Room for career growth and leadership impact

Please send your resume along with a short summary of your experience managing large customer support teams and scaling operations.