Customer Service Manager

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not Specified
• Description: We are seeking an experienced and proactive Customer Service Manager to lead and optimize our eCommerce subscription business's customer support operations. This role requires strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention. The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

Requirements

• Education: Bachelor’s degree in Business Administration, Communications, or related field.
• Experience: Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment.
• Leadership: Proven leadership experience with a track record of managing and coaching customer support teams.
• Technical Skills: Strong technical aptitude with the ability to quickly learn new tools and platforms.
• CRM Proficiency: Proficiency in CRM systems (Gorgias preferred).
• E-commerce Platform Knowledge: Experience with e-commerce platforms (Shopify).
• Subscription Management: Experience with subscription management platforms such as Recharge is a plus.
• Communication Skills: Excellent communication, interpersonal, and conflict resolution skills.
• Software Skills: Experience with Microsoft Office Suite and Google Workspace tools.

Responsibilities

• Team Leadership: Lead, train, and mentor a team of customer service agents to deliver exceptional support.
• Process Improvement: Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes.
• SOP Development: Develop and maintain customer service SOPs to drive efficiency and consistency.
• Customer Support: Provide timely and effective support to customers via email and chat.
• Issue Management: Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
• Order Fulfillment: Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
• Tool Utilization: Utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries.
• Cross-Functional Collaboration: Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
• Performance Reporting: Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
• Self-Service Resources: Develop and maintain self-service resources such as help center articles and FAQs to empower customers.
• Product Knowledge: Stay informed about new product releases and feature updates to provide accurate information to customers.
• Customer Interaction: Ensure all customer interactions are handled professionally, positively, and in alignment with company values.

Application Instructions

• Not Specified

Company Information

• Not Specified