Job Overview
Location
Egypt
Job Type
Contract
Category
Customer Support
Date Posted
May 10, 2026
Full Job Description
📋 Description
- • This Customer Support Manager role is critical for ensuring seamless support experiences that drive customer satisfaction and retention in a U.S.-focused e-commerce environment.
- • The person will manage day-to-day support operations across phone and email channels, lead and coach a support team, handle escalations, monitor service metrics, and improve support processes using Shopify and Zendesk.
- • The team operates within a customer-centric organization that values collaboration, efficiency, and proactive problem-solving to build long-term client loyalty and business growth.
- • The person can develop leadership and operational expertise, deepen e-commerce support knowledge, and drive measurable improvements in customer satisfaction, team performance, and service efficiency.
🎯 Requirements
- • 2+ years of experience in customer support, with managerial experience considered a plus
- • Proven experience using Shopify and Zendesk to support e-commerce customers
- • Fluent English communication skills, both written and verbal
- • Strong leadership and team management abilities focused on coaching and motivating teams
- • Strong understanding of customer service KPIs and service level metrics
- • Ability to make independent decisions and resolve issues effectively and efficiently
🏖️ Benefits
- • Fully remote work arrangement
- • Opportunity to lead and grow a customer support function in a fast-paced e-commerce environment
- • Leadership exposure and operational ownership
- • Chance to improve customer experience processes while managing a collaborative, service-driven team
Skills & Technologies
About Scale Army
Scale Army Careers is a remote-talent marketplace that sources, vets and places top sales, marketing and technical professionals across Latin America and Africa into full-time roles with high-growth U.S. companies. Operating under the same umbrella as Scale Army, the platform pairs candidates with vetted 40-hour-per-week engagements, provides onboarding guidance, monthly check-ins and equipment stipends, and channels consistently strong performers into progressively higher-impact opportunities to build long-term, dollar-based careers.
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