Head of Customer Support for Ecommerce Group - Remote

Overview

The Head of Customer Support for Ecommerce Group will oversee all customer interactions across multiple brands, ensuring excellence in service and support.

In Short

• Own and optimize the customer support function across various channels.
• Manage a team of CX agents, setting expectations and tracking performance.
• Monitor key CX metrics and drive improvements.
• Build and refine processes for team efficiency.
• Jump into customer tickets when needed.
• Ensure excellent support experience across all channels.
• Identify gaps and opportunities for improvement.
• Oversee brand community engagement on social media.
• Turn satisfied customers into brand advocates.
• Collaborate with Brand Managers on customer sentiment.

Requirements

• Experience as a CX agent and in leading a CX team.
• Strong opinions on customer experience and its improvement.
• Ability to monitor and analyze customer support metrics.
• Creative thinking for channel-specific strategies.
• Experience in community management.
• Excellent communication skills.
• Ability to coach and develop team members.
• Proactive in identifying customer needs.
• Strong organizational skills.
• Ability to work in a fast-paced environment.

Benefits

• Work with a global staffing and recruiting agency.
• Opportunity to lead and influence customer experience.
• Be part of a dynamic and innovative team.
• Flexible remote work environment.
• Engage with diverse customer interactions.
• Develop your leadership skills.
• Contribute to the growth of multiple brands.
• Access to professional development resources.
• Work in a supportive and collaborative culture.
• Opportunity to make a significant impact on customer satisfaction.