Ecommerce Customer Service Manager

AbouttheRole: We are seeking an experienced Ecommerce Customer Service Manager to lead a team of seven customer support representatives for a growing ecommerce business. The ideal candidate has strong experience in customer experience management, subscription-based businesses, team leadership, and helpdesk operations.

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CoreTasks:

• Monitor the inbox to assist customers, answer questions, and escalate issues when needed
• Act as a point of escalation for difficult customer support scenarios
• Hold daily/weekly standups with the CX team to review blockers, wins, new info, etc
• Manage and monitor a team of 7 customer service staff
• Produce and deliver ongoing, ad-hoc training for the team as needed
• Produce daily, weekly, and monthly customer service reports
• Assist the team with troubleshooting issues with account support
• Proactively look for negative reviews and escalate to brand management
• Build out role-related SOPs and FAQs for faster and more accurate team responses
• Assist with other tactical ecommerce-related tasks as needed

Must-Haves:

• 5+ years of experience in an ecommerce CX role (management experience preferred)
• 3+ years' experience with Gorgias for helpdesk management (or similar tool)
• Hands-on experience working with a subscription-based business
• Strong (C-level) verbal and written English communication skills
• Intermediate skills with Google Sheets/ Excel for basic reporting
• Familiarity with Slack and Zoom for internal team coordination/communication
• Ability to work full-time EST

Nice-to-Haves:

• Background in the supplements vertical (or similar)
• 1+ years' experience with Monday (or similar PM tool)

Originally posted on Himalayas