Customer Service Manager – Shopify & Gorgias Experience Required | Immediate Start

We’re looking for an experienced Customer Service Manager / Customer Support Specialist to join Keggy and take ownership of our customer service inbox. Keggy is a fast-growing e-commerce brand, and we’re currently receiving around 300 customer emails per day, so we need someone who is confident managing a high volume of enquiries while still making every response feel personal, friendly and human. This is not a copy-and-paste customer service role. We want someone who genuinely cares about the customer experience, can understand each situation and respond in a way that feels like a real person behind the brand. The two founders will support you daily and we want to build a genuine long relationship with you too!! Your responsibilities will include: -Managing and responding to approximately 300 customer emails per day -Taking ownership of our customer service inbox and keeping response times as low as possible -Helping us set up, organise and optimise Gorgias -Creating macros, tags, workflows and automations without making the customer experience feel robotic -Handling order updates, shipping questions, tracking issues, cancellations, refunds, product questions and general customer enquiries -Checking and managing customer orders directly through Shopify -Liaising with our fulfilment/shipping team when order information needs to be investigated -Identifying urgent or unusual customer issues and escalating them quickly -Keeping customers informed rather than leaving them waiting for updates -Helping us improve our overall customer service systems and processes as we continue to scale You MUST have: -Strong previous experience using Gorgias -Strong experience with Shopify -Experience working in customer service for a high-volume e-commerce/DTC brand -Excellent written English -The ability to write in a warm, personable and natural way -Experience dealing with difficult or frustrated customers professionally -Strong organisation and the ability to work through a large inbox efficiently -The ability to work independently and take ownership rather than waiting to be told what to do -Good availability throughout the day so urgent customer/order issues can be handled quickly We need someone who is reliable and genuinely available. Customer service is extremely important to us, so we’re looking for someone who can be on hand throughout the working day rather than simply logging in once or twice to clear tickets. About Keggy Keggy is a rapidly growing drinks and entertaining brand. We’ve experienced a huge amount of demand in a very short period of time and are now building out our customer service operation properly as we scale. We’re still a relatively new business, so this role is perfect for someone who enjoys joining a growing brand, improving processes and helping build the customer experience rather than simply stepping into an established corporate system. Hours / Start Date Immediate start required. This has the potential to become a long-term, full-time role for the right person. When applying, please include: Your experience with Gorgias Your experience with Shopify The approximate number of customer tickets/emails you have managed per day in previous roles Examples of e-commerce/DTC brands you have worked with Your availability and how soon you can start Please only apply if you have hands-on Gorgias and Shopify experience and are comfortable managing a very high-volume customer service inbox.