Remote Customer Service Ops Manager — Scale Experience

GT Ecom; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Competitive salary

Remote team collaboration

Growth opportunity

Job summary

GT Ecom is seeking a Customer Service/Operations Manager to scale our customer experience operations and strengthen processes. The role fits someone with extensive CS/operations background, some early leadership, and the ambition to grow into a larger management position.

The position emphasizes data-driven decision making, cross-functional collaboration, and building scalable CS workflows. This is a remote role with opportunities to influence global customer success strategies.

Qualifications

• Background in CS/Operations with experience in customer service efficiency.
• Led a small team or shift-lead role.
• Strong problem-solving skills and a technical mindset.
• Able to work with data to identify insights and drive decisions.

Responsibilities

• Support and manage daily activities of the customer service team.
• Monitor and analyze customer service data to identify trends and improvements.
• Optimize return flow to minimize refunds while keeping a great customer experience.
• Lower dispute rates to protect payment operations.
• Improve Trustpilot ratings and processes to avoid GMC suspensions.
• Leverage AI and automation to scale returns and other CS processes.
• Collaborate with Supply Chain, Marketing, IT for smooth processes.
• Develop processes and tools to improve efficiency and customer satisfaction.

Skills

CS/Operations

Junior management

Technical mindset

Data-driven mindset

Job description

GT Ecom is seeking a Customer Service/Operations Manager to scale our customer experience operations and strengthen processes. The role fits someone with extensive CS/operations background, some early leadership, and the ambition to grow into a larger management position.

The position emphasizes data-driven decision making, cross-functional collaboration, and building scalable CS workflows. This is a remote role with opportunities to influence global customer success strategies.