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Ecommerce Customer Service Manager

Role overview

Summary

This role is for an Ecommerce Customer Service Manager to lead a team of seven customer support representatives in a growing ecommerce business. You will oversee customer interactions, manage team performance, and produce reports to enhance customer experience.

Qualifications

  • 5+ years 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 subscription-based business
  • Strong (C-level) verbal and written English communication skills
  • Intermediate skills with Google Sheets/ Excel for basic reporting

Responsibilities

  • Monitor inbox to assist customers, answer questions, and escalate issues when needed
  • Act as a point of escalation to difficult customer support scenarios
  • Hold daily / weekly standups with CX team to review blockers, wins, new info, etc
  • Produce daily, weekly and monthly customer service reports

Key facts

Hard skills

Other skills

  • Team Leadership
  • Non-Verbal Communication
  • Google Sheets
  • Microsoft Excel
  • Team Management

About the company

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Talent hackers

  • Staffing & Recruiting
  • 2–10
Scale your operations effectively with our repository of trained and loyal international remote talent. Talent hackers is trusted by top executives & business owners as a reliable & cost-effective global remote hiring partner. Companies at every stage are facing the same problems: - High payroll costs - Wasted time & energy through the hiring process - Inconsistency in quality labor - Limited talent pool It's hard enough to justify labor costs, it's even harder to find quality talent. Most of the time you end up rolling your sleeves, wasting your valuable time, and attempting the following: - Source talent from freelancing sites - Attempt to hire in international jurisdictions - Or worse, do it yourself. Save yourself the headache. Let our team at Talent hackers save you from: - Wasting your time, instead of focusing on strategy & growth - Inconsistent results from freelance platforms - Misclassification risk through non-compliance with international employment laws. How we operate: - We source, vet, and onboard trained full-time "hackers" to scale your operations - We have the experience, we handle the ENTIRE interview process. You meet your new full-time "hacker" on day 1. Focus on the more important stuff. - Expect your "hacker" to start within 2-3 weeks after we begin our search. - We handle payroll, benefits, local compliance, HR services, & provide ongoing support - We have an unlimited ideal match guarantee. So, if your "hacker" leaves or you need a change, we will replace them at anytime, forever. At Talent Hackers, we offer affordability, reliability, & solutions. We believe every company should be able to higher quality talent without the burden of rising salaries & benefits. Discover why top corporations & industry leaders are sourcing from Nigeria over the Philippines. Learn more on our website.

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Job 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 inbox to assist customers, answer questions, and escalate issues when needed
  • Act as a point of escalation to difficult customer support scenarios
  • Hold daily / weekly standups with 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 troubleshoot 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 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 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 with the supplements vertical (or similar)
  • 1+ years experience with Monday (or similar PM tool)

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