About this role
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. 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)