E-Commerce Customer Support Manager

We are seeking a dedicated and experienced Full-Time Customer Support Manager to join our team at Exposure Lab. As a representative of our brand, you will be responsible for handling customer inquiries during regular business hours, providing exceptional service that aligns with our Australian brand identity.
Responsibilities: Respond to customer inquiries and requests via email and chat.
Process orders, track shipments, and handle claims.
Provide product information and resolve customer issues.
Follow standard operating procedures and workflows.
Maintain accurate records in CRM and ticketing systems.
Manage Meta ad comments.
Requirements: Excellent English communication skills (written and verbal - preferably communicating in Australian fluency).
Prior experience in eCommerce customer support.
Familiarity with platforms such as Shopify, FreshDesk, AfterShip, and 17Track.
Ability to work independently while maintaining a compassionate, non-robotic tone.
Basic computer proficiency.
Must be reliable - showing up on time.
Scope: Provide customer support during business hours, with potential night/weekend shifts.
Respond to and manage Meta comments.
Respond to email/chat inquiries (initially no voice calls).
Utilize provided desktop setup and software tools.

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