Post-Sales Manager – US E-Commerce

We are seeking an experienced and customer-focused Post-Sales Manager to lead and manage post-purchase operations for our US-based e-commerce business. The role includes overseeing customer support, order fulfillment coordination, returns/RMA management, logistics follow-ups, escalations, and post-sales experience improvement.

The ideal candidate will have strong communication skills, experience working with US customers, and solid e-commerce operations knowledge.

Key Responsibilities

Customer Success & Support

Manage and lead customer support teams handling calls, chats, and email tickets

Ensure high-quality resolution of customer queries related to orders, delivery, returns, refunds, and products

Lead escalation handling and ensure timely resolution

Maintain high customer satisfaction (CSAT) and service delivery SLAs

Order & Fulfillment Management

Coordinate with internal teams and suppliers/distributors to track order status

Monitor order fulfillment, shipping accuracy, delivery timelines, and issue resolution

Proactively identify fulfillment delays, backorders, and stocking issues

Returns, Refunds & RMA Handling

Oversee returns, exchanges, refunds, and warranty support workflows

Manage RMA submission and follow-ups with suppliers and logistics partners

Ensure faster resolution and minimal customer friction

Process & Performance Management

Train, mentor, and manage post-sales and support team members

Create SOPs, quality guidelines, and reporting dashboards

Drive continuous improvement in response time, resolution time, and service quality

Work closely with marketing, product, warehouse/supplier teams to enhance post-sale journey

Reporting & Metrics

Track team performance and KPIs: SLA Compliance, CSAT, NPS, AHT, Return %

Prepare weekly/monthly performance and improvement reports

Required Skills & Qualifications

6+ years of experience in post-sales / customer success / support management for E-commerce or Retail

Experience handling US customers and US e-commerce workflows

Strong understanding of order processing, logistics, returns, RMA, and refund cycles

Excellent written and verbal communication skills (English)

Experience managing support agents and working in US time zone

Hands-on experience with CRM, ticketing tools, e-commerce systems (Magento/Shopify preferred)

Ability to handle escalations professionally and empathically

Data-driven approach with proficiency in Excel/Google Sheets & reporting tools

Good to Have

Experience working with dropship/distributor-based fulfillment operations

Knowledge of US shipping carriers (UPS, FedEx, USPS, DHL) and tracking systems

Experience with RMA systems, warranty claims, and vendor coordination

Understanding of e-commerce fraud checks and risk prevention

Key Competencies

Leadership & Team Management

Problem-solving and decision-making

Strong customer empathy & communication

Process & workflow optimization

Ownership mentality & accountability

Why Join Us

Work for a fast-growing US e-commerce company

Opportunity to build and lead a growing post-sales team

Competitive compensation & performance-based incentives

Learning-focused, growth-driven work culture