Remote Customer Service Manager
at More Staffing

Summary

Join our team as a Customer Service Manager to lead our remote customer support operations, streamline processes, and manage a team of agents. The ideal candidate will have experience in e-commerce customer service management, excellent leadership abilities, and the expertise to create effective systems that scale with our growth.

Requirements

• Minimum of 3-5 years in a customer service management role, ideally within an e-commerce or direct-to-consumer (DTC) business
• Proven experience leading a remote customer service team, with strong delegation and team-building abilities
• Familiarity with customer service tools such as Gorgias or similar CRM/ticketing platforms
• Ability to handle escalated customer service issues effectively and independently, using sound judgment
• Excellent written and verbal communication skills, with the ability to interact professionally with customers and team members alike
• Demonstrated ability to develop and implement customer service processes and standard operating procedures (SOPs)
• Able to prioritize tasks, especially during high-volume periods, and meet deadlines consistently
• A passion for delivering top-tier customer experiences and a customer-first mindset, even in challenging situations
• Strong leadership qualities with the ability to inspire, motivate, and grow a customer service team
• Familiarity with e-commerce platforms and processes, including fulfillment, shipping, and omni-channel operations

Responsibilities

• Manage and lead a remote team of customer service agents (currently based in the Philippines)
• Oversee the day-to-day customer service operations, ensuring tickets are handled efficiently and meet our service level agreements (SLAs)
• Monitor team performance, provide coaching, and ensure high levels of customer satisfaction
• Hire and onboard additional customer service agents as needed during peak seasons (Thanksgiving, Christmas, etc.)
• Maintain a high level of communication with the team, ensuring they have the resources and knowledge to resolve customer issues effectively
• Oversee customer inquiries and support via Gorgias, managing emails, social media, and other support channels
• Work with stakeholders via Slack within the expected time of working 8 am-12 pm EST
• Handle escalated issues and ensure quick and satisfactory resolution for the customer
• Actively answer customer tickets and inquiries to maintain a hands-on approach during peak times
• Implement and maintain a 24-hour response time on all customer queries and tickets, focusing on customer retention and satisfaction
• Collaborate with our warehouse and operations teams to resolve shipping and fulfillment issues, such as missing orders or replacement shipments
• Build and refine Standard Operating Procedures (SOPs) for the customer service team, ensuring processes are efficient and scalable
• Develop scripts, response templates, and communication guidelines to ensure consistency and professionalism in all customer interactions
• Regularly assess workflows to identify bottlenecks and opportunities for improvement
• Track and analyze key performance metrics (KPIs) such as response times, ticket resolution rates, customer satisfaction scores, and customer retention
• Prepare weekly and monthly performance reports for the founders, detailing key metrics such as ticket volume, response times, customer satisfaction, and team productivity
• Ensure clear communication between customer service, operations, and warehouse teams to resolve issues promptly
• Report any persistent customer issues or system inefficiencies to management for further resolution
• Prepare for peak seasons by scaling the team and ensuring adequate resources are in place to manage higher ticket volumes
• Oversee all customer service activities during high-volume periods, especially around major holidays like Thanksgiving and Christmas, when issues like delayed shipments are more frequent
• Maintain a customer-first mindset to handle high-pressure situations, ensuring that even during the busiest times, customers receive prompt, respectful, and effective service