Job Title: Customer Service Manager
Location: Remote
Job Type: Full-Time
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.
Responsibilities:
- Lead, train, and mentor a team of customer service agents to deliver exceptional support.
- Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes.
- Develop and maintain customer service SOPs to drive efficiency and consistency.
- Provide timely and effective support to customers via email and chat.
- Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
- Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
- Utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries.
- Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
- Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
- Develop and maintain self-service resources such as help center articles and FAQs to empower customers.
- Stay informed about new product releases and feature updates to provide accurate information to customers.
- Ensure all customer interactions are handled professionally, positively, and in alignment with company values.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or related field.
- Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment.
- Proven leadership experience with a track record of managing and coaching customer support teams.
- Strong technical aptitude with the ability to quickly learn new tools and platforms.
- Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
- Experience with subscription management platforms such as Recharge is a plus.
- Strong problem-solving skills with the ability to implement strategic solutions for recurring issues.
- Excellent communication, interpersonal, and conflict resolution skills.
- Experience working with Microsoft Office Suite and Google Workspace tools.
- Analytical mindset with experience using data tools to track performance and identify areas for improvement.
- Ability to work independently and collaboratively within a team environment.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
