We’re a fast-growing eCommerce company dedicated to delivering exceptional customer experiences across multiple marketplaces, including Amazon, eBay and our direct-to-consumer channels. As we scale, we’re looking for a seasoned manager who understands the intricacies of online retail, thrives in a dynamic environment, and has a proven track record of building and leading high-performing support teams.

Are you ready to lead with purpose, solve problems with precision, and bring energy to a fast-moving eCommerce team? We’re looking for a data-driven and empathic Refunds and Credits Manager to lead a small team focused on post-order resolution. This role combines operational oversight with heavy analytical work—identifying trends, improving return rates, and ensuring all refunds and credits are properly tracked and accounted for. You’ll manage a team of specialists for refunds and credits, and work closely with vendors and internal teams. Customer interaction is minimal.

Key Responsibilities
• Manage and mentor a team handling refunds and credits.
• Analyze ticket volume, return trends, and vendor performance to drive improvements
• Ensure all RMAs and credits are properly documented and reconciled
• Follow up with vendors to resolve outstanding credit issues
• Monitor high-volume support queues and flag large-scale issues
• Run basic scripts and leverage AI tools to streamline workflows and reporting
• Maintain high standards of empathy and quality assurance across ticket handling
• Collaborate with internal teams to improve return policies and reduce friction
• Build and maintain dashboards or reports using Excel and other analytical tools

What You Bring:
• Strong analytical chops and data storytelling skills
• Excel mastery (pivot tables, formulas; scripting is a plus)
• A sharp analytical mindset and a passion for process improvement
• Empathy and quality focus in resolving customer-impacting issues
• Confidence in managing vendor relationships and internal escalations
• A proactive approach to identifying and solving operational gaps
• Technical curiosity and willingness to explore automation and AI tools

Requirements:
• Bachelor’s degree in Business, Operations, Data Analytics, or related field
• 3+ years of experience in refunds, credits, or post-order operations
• 3+ years of experience managing small teams in a high-volume environment
• Strong analytical skills; able to identify patterns and root causes from ticket data
• Proficiency in Excel (pivot tables, formulas, basic automation)
• Familiarity with scripting (e.g., Python, SQL) and AI tools is a strong plus
• Excellent communication and documentation skills
• Experience working with vendors and cross-functional internal teams
• Comfortable in fast-paced, high-volume support environments

What We Offer:
• The opportunity to lead customer service operations in a dynamic eCommerce environment.
• A collaborative, growth-oriented culture.
• Competitive salary and performance-based incentives.

Note: Please send a link to your updated CV, failure to comply will not move forward with the interview.

Ready to lead with impact? Apply now and help us shape the future of customer experience. We’re excited to meet leaders who care deeply about people, process, and performance.