Responsibilities

As the Customer Service Manager, you will lead, train, and mentor a team of customer service agents to deliver exceptional support, identify and implement solutions to address recurring customer issues, develop and maintain customer service SOPs to drive efficiency and consistency, provide timely and effective support to customers via email and chat, oversee customer issues related to website functionality, account management, subscriptions, orders, and payments, manage and monitor the end-to-end order fulfillment process, utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM, collaborate with internal teams to align customer service strategies, create and manage detailed performance reports using data analytics tools, develop and maintain self-service resources, stay informed about new product releases, ensure all customer interactions are handled professionally, and work independently and collaboratively within a team environment.