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Ecommerce Customer Service Manager

Posted 22 days ago
5-10 years experience
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AI Summary

The Ecommerce Customer Service Manager will lead a team of seven representatives, overseeing daily operations, training, and performance reporting. They will also act as a point of escalation for complex issues and develop standard operating procedures to improve team efficiency.

About the Role: 
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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Core Tasks:
  •  Monitor inbox to assist customers, answer questions, and escalate issues when needed
  • Act as a point of escalation to difficult customer support scenarios
  • Hold daily / weekly standups with 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 troubleshoot 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 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 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 with the supplements vertical (or similar)
  • 1+ years experience with Monday (or similar PM tool)

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