Customer Service Manager - Remote

Overview

We are seeking an experienced and proactive Customer Service Manager to lead and optimize our eCommerce subscription business's customer support operations.

In Short

• 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.
• 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.
• Utilize internal tools such as Shopify, Recharge, Rebuy, and Gorgias CRM.
• Collaborate with internal teams to align customer service strategies.
• Create and manage detailed performance reports using data analytics tools.
• Develop and maintain self-service resources for customers.

Requirements

• Bachelor's degree in Business Administration, Communications, or related field.
• Minimum of 5 years experience in customer service management.
• Proven leadership experience in managing customer support teams.
• Strong technical aptitude and proficiency in CRM systems.
• Experience with e-commerce platforms like Shopify.
• Strong problem-solving and analytical skills.
• Excellent communication and conflict resolution skills.
• Experience with Microsoft Office Suite and Google Workspace tools.
• Ability to work independently and collaboratively.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Benefits

• Opportunity to lead a dynamic team in a growing eCommerce business.
• Flexible work environment with remote work options.
• Professional development and training opportunities.
• Competitive salary and benefits package.
• Collaborative and supportive company culture.