Hire a Customer Service Manager who turns problems into loyalty
In ecommerce, customer service is a brand touchpoint and a retention lever, not just a cost centre. The right Customer Service Manager builds systems that scale and a team that genuinely cares.
About this role
Customer Service Managers in ecommerce own the post-purchase customer experience - managing the team and systems that handle enquiries, complaints, returns, and exchanges. In a well-run ecommerce business, the customer service function is also a source of commercial insight - identifying product issues, fulfilment failures, and website friction before they become bigger problems.Revere Recruitment places customer service leadership talent across DTC brands, marketplaces, and omnichannel retailers throughout Australia.
Roles we place
Customer Service Manager
Head of Customer Experience
Customer Experience Manager
CX Manager
Customer Service Team Lead
Customer Operations Manager
Head of Customer Service
Key skills to look for
Team management
Building, training, and managing a customer service team - including performance management, rostering, and coaching. Ability to maintain team culture and service standards through peak periods.
Helpdesk platform management
Hands-on experience with helpdesk tools - Gorgias (most common in ecommerce), Zendesk, Freshdesk, or similar. Ability to build automations and workflows that improve efficiency.
Process design
Designing and documenting customer service processes - escalation paths, refund and return policies, FAQ content, and resolution scripts.
Data & reporting
Tracking key CX metrics - CSAT, first response time, resolution time, ticket volume trends - and using data to drive continuous improvement.
Cross-functional influence
Feeding insights from customer service back into the business - flagging product quality issues to buying, website friction to the ecommerce team, fulfilment failures to operations.
Returns management
Understanding of the end-to-end returns process in ecommerce, including the commercial and operational implications of returns rate and processing time.
2025 Salary Guide
These figures are from Revere Recruitment's 2025 Ecommerce Salary Guide. Figures represent base salary.
What Clients Say
“I always felt informed, prepared, and confident throughout the entire process, which made such a difference. Em also has an amazing depth of knowledge when it comes to the industry and the roles she recruits for. She really understands what both candidates and clients need.”
FAQ
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Based on Revere Recruitment's 2025 Salary Guide, Customer Service Managers in Australian ecommerce typically earn between $85,000 and $115,000 base salary. The range depends on team size, ticket volume, and whether the role owns the full CX strategy or is more focused on team management. Head of Customer Experience roles at larger brands typically earn $135,000–$175,000.
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Gorgias is the most widely used helpdesk platform in Australian DTC ecommerce and integrates natively with Shopify - it's the most common requirement we see. Zendesk experience is relevant for larger or more complex operations. What matters most is that candidates have experience building workflows and automations in a helpdesk platform, regardless of which one.
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Strongly preferred. Ecommerce customer service has specific dynamics - high return rates, carrier issues, product quality complaints, and the need to manage seasonal volume spikes - that differ from other service environments. Candidates who understand ecommerce operations will be more effective and need less time to get up to speed.
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Most Customer Service Manager roles are filled within 2-6 weeks from briefing to accepted offer. This is a well-defined role in the Australian ecommerce market. Having a clear view of team size, ticket volume, and the primary helpdesk platform makes the brief much more targeted and speeds up the process.