Customer Support Manager – AI-Driven (Shopify E-commerce)

MNSSK; Sweden; On-site; SEK 700,000 - 900,000; Full time

Benefits offered by this job

13th-month pay

18+ days paid time off

AI tools for work

Health insurance

Annual training budget

Team travel opportunities

Job summary

MNSSK is seeking a hands-on Customer Support Manager to own the end-to-end outcome of every ticket, tackle escalations, and drive improvements to the AI agent, the sheets, and workflows the team relies on. You’ll diagnose issues in Shopify, operate a daily helpdesk (Commslayer), and refine AI guidance so similar problems don’t recur.

It’s a full-time, long-term role focused on ownership and measurable impact. You’ll work closely with the team and influence how success is defined.

Qualifications

• 3+ years in e-commerce customer support manager position with a proven process improvement.
• Real Shopify depth: diagnose order or payment issues from the admin.
• Experience with a helpdesk used daily (Commslayer).
• Hands-on with an AI system that acts on tickets and can be guided.
• Comfort with non-scripted work, pursuing root-cause solutions.
• Strong written English with clear, warm communication.
• Full-time, exclusive, long-term commitment.

Responsibilities

• Own the outcome of every ticket you touch and resolve it, not just close it.
• Handle harder cases the AI escalates, including disputes and refunds.
• Improve AI guidance from real tickets to prevent repeats.
• Tighten processes and sheets the team relies on and keep them current.
• Spot recurring friction and implement fixes, not just raise concerns.

Skills

Shopify depth

Helpdesk operations (Commslayer)

AI systems for ticketing

Strong written English

Tools

Shopify

Commslayer

AI ticketing system

Job description

Own the customer experience end to end, not just the tickets that come your way. We're a fast-growing e-commerce brand hiring a manager to run point on resolution quality, the AI workflow behind it, and the processes and sheets the team runs on.

You are not here to clear a queue and clock out. You are here to own the outcome of every ticket you touch, catch what the process and the AI miss, and then fix the process itself so it stops happening. This is a hands-on managerial role, not a hands-off one. You'll work tickets yourself, and you'll turn what you see in them into concrete fixes for the AI agent, the sheets, and the workflows the rest of the team depends on.

We're not a traditional support team stacking human review on top of every ticket. Our AI agent resolves most tickets on its own, and this role exists to make it smarter, not to double-check it.

What You'll Own

• The outcome of every ticket you touch. Not just closing it, actually solving it.

• The harder cases the AI escalates: disputes, refunds, anything needing judgment.

• Making the AI better. Improve its guidance from real tickets so the same issue doesn't come back twice, for you or anyone else working the queue.

• The processes and sheets support runs on. Tighten what's inefficient, fix what's broken, and keep everything current as the business changes.

• The patterns. Spot recurring friction early and bring the fix, not just the complaint.

Must-Haves (be ready to show evidence, not just claim these)

• 3+ years in e-commerce customer support manager position, with a specific example of a process, sheet, or workflow you improved that no one asked you to.

• Real Shopify depth. You can diagnose an order or payment problem from the admin, not just read a customer their tracking number.

• A helpdesk you've worked in daily (we use Commslayer). Quick on new tools.

• Hands-on experience with an AI system that takes action on tickets, not a writing assistant like ChatGPT. You trust a well-trained AI's output over manually re-verifying it against the source system, and when it's wrong, you know how to fix its guidance instead of working around it.

• Comfortable without SOPs or step-by-step checklists. We operate on principles, not scripts. If you need a checklist to feel confident doing the job, this isn't the role, and it definitely isn't the role if you're the one expected to write the checklist for others.

• Problem solving to root cause. You reason through an unfamiliar system to figure out how it behaves instead of escalating.

• Strong written English. Clear, warm, precise.

• Full-time, exclusive, long-term. Monday to Friday, (8-hour shift plus a 1-hour break).

Not for You If

• You see this as "just a job."

• You need step-by-step direction and go quiet when something's off.

• You hand over problems instead of solving them.

• You measure yourself by ticket count instead of whether the customer's actual problem got solved, or whether the process behind it got better.

• You believe every order or tracking detail needs a human double-check before it reaches a customer, no matter what the AI already verified.

Full-Time Perks (after a 1 to 2 month probation)

• 13th-month pay

• 18+ days of paid time off

• Every AI tool you need, paid for by us

• Health insurance (HMO)

• An annual training and learning budget

• The option to fly out and meet the rest of the team