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CS Manager
HyperGrowth Recruitment. Manage rostering, shift coverage, and absence tracking for the designated market .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service operations, including rostering, shift coverage, and performance standards. Proficient in utilizing ticketing platforms and analyzing support metrics to drive team development and operational efficiency.
Highest-signal resume keywords
Customer Service ManagementTeam LeadershipGorgias ProficiencyOperational Decision-MakingPerformance Metrics Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceTeam Lead ExperienceQuality AssuranceOnboardingShift Coverage ManagementPerformance Standards MaintenanceOperational Trends EvaluationE-commerce SupportRefund ProcessingFulfillment Workflows
Soft Skills
Exceptional Written CommunicationSolutions-Oriented MindsetDecisive LeadershipCalm Under PressureInterpersonal Skills
Tools & Technologies
GorgiasShopifyZapierGoogle Apps ScriptHelpdesk Platforms
Industry Keywords
Customer ExperienceCSATTrustpilot RatingsMulti-Brand SupportMulti-Channel Operations
About the role
Key responsibilities & impact- Manage rostering, shift coverage, and absence tracking for the designated market
- Conduct weekly 1:1s for new joiners and monthly 1:1s for tenured staff
- Lead onboarding for new team members
- Perform regular quality checks on agent interactions and maintain performance standards
- Serve as the primary escalation point and resolve complex customer issues within the team
- Monitor and drive response time, CSAT, and Trustpilot ratings
- Participate in interviewing candidates and place agents across Level 1 and Level 2 tiers
- Take ownership of day-to-day support operations for a dedicated market or functional area
- Drive coverage, quality standards, agent performance, and team development
Requirements
What you’ll need- 2+ years in customer service, with at least 1 year in a team lead, supervisor, QA, or senior agent capacity
- Hands-on proficiency with Gorgias or a comparable ticket/helpdesk platform
- Familiarity with Shopify order management, refund processing, and fulfillment workflows
- Exceptional written English communication skills, maintaining a warm, professional, and on-brand tone under pressure
- Comfortable working with spreadsheets, tracking key support metrics, and evaluating operational trends over time
- Proven ability to work independently, make decisive operational choices, and lead a team effectively in a remote environment
- Calm, solutions-oriented mindset when addressing escalations or unexpected challenges
- Nice to have: experience with e-commerce brands
- Nice to have: exposure to lightweight automation and workflow integration tools such as Zapier or Google Apps Script
- Nice to have: prior experience supporting multi-brand or multi-channel customer service operations