Offer summary

Qualifications:

At least 2 years of experience in team leadership, customer service management, or operations., Strong communication skills in English, both written and spoken., Proficiency with customer service tools, analytics platforms, and quality assurance systems., Experience in the US e-commerce market is preferred..

Key responsibilities:

Lead and develop a high-performing customer experience team.

Establish and monitor KPIs to ensure service levels and customer satisfaction.

Implement quality control processes and refine support procedures.

Train new team members and provide feedback to improve processes.

Job description

🌟The Opportunity:

We are seeking a highly skilled and proactive Team Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes. We are looking for a self-managed leader who is passionate about customer satisfaction and fostering a culture of excellence.

In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.

🤩 So, What Should You Expect if You Join Us?

One of the world's fastest-growing and most innovative DTC brands (we've hit multiple 8-figure revenues in 2 years.)
Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).
Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.
We're here to perform and have a great time while doing it.
We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you.

🚀Job Responsibilities:

Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
Training: Be the main point of contact for developing & training new joiners for the role.
Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

🥷Core Skills and Competencies:

Exceptional Verbal and Written Communication in English
Emotional Intelligence and Empathy
Critical Thinking and Problem-Solving Mindset
Proficiency with Customer Service Tools and Analytics Platforms

🧩Your Experience:

2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
Proven track record of improving and maintaining high service levels and customer satisfaction.
Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
Preference for candidates with experience in the US e-commerce market.
Outstanding command of the English language, both written and spoken.

Required profile