Ecommerce Customer Service Manager
Posted Updated
Description
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 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)