Remote Customer Support Manager

Summary

Join our fast-growing online business as a Customer Support Team Leader, providing excellent customer service, promoting a unified direction, and driving team performance to meet customer satisfaction targets.

Requirements

• Fluent in the English language (reading, writing, and speaking) with Business Acumen
• +5 years and plus of experience in Customer Support space within eCommerce, Call Center, or Selling Physical products space. Preferably within the DTC/B2C space
• +10 years of experience in leadership, managing customer support agents, and leading a team
• Have intensive experience in developing KPIs, metrics, dashboards, tracking, and reporting
• Has practical experience using ZenDesk software, and other related
• Experienced in developing departments from scratch, training team members, and scaling teams
• Experienced in Sales (either in having done sales or managed salespeople)
• Pay deep attention, to Details, numbers-oriented with business and financial acumen
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• Good understanding of the supply chain, logistics, and building materials, gardening practical experience is highly preferred
• Maintain a high level of emotional intelligence, empathy, communication skills, and managing conflicts
• Experience in using Project Management tools such as Asana, ClickUp, etc
• Experience in using Google Workspace products such as Gmail, Google Docs, etc
• Able to work within the USA time zone

Responsibilities

• Provide outstanding leadership skills, inspiring and motivating others, guiding them in a unified direction, and taking accountability for the group's actions
• Meet your targets and those of the team as a whole– efficient running of the team
• Contribute to the training and development of the team
• Achieve maximum profitability and growth in accordance with organization plans
• Direct and manage all customer service activities
• Direct, manage and monitor the overall performance of the customer services team
• Effective liaison, support, and assistance between the customer services department and the rest of the organization
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities
• Utilize CRM system to manage the functions of receiving, assessing, analyzing, resolving, and documenting customers' issues and complaints in accordance with agreed requirements
• Development of plans for customer services activities to include customer management to achieve satisfaction targets– support to all other departments with customer service and related issues
• Subject to agreed criteria, recruitment, training, set action, and targets, appraise and manage performance, development, coaching, and general support of all team members to ensure targets are met
• Reporting (content and format as agreed) on a monthly basis or as otherwise required
• Developing plans for team activities to include a strategy to achieve agreed targets
• Delegate authority and responsibility to the team with supervision, accountability, and review
• Manage and maintain contact with internal and external clients/customers for feedback and to obtain client/customer satisfaction information
• Set an example for team members of commitment, customer service knowledge, work ethics and habits, and personal character– maintain accurate customer service records
• Control expenses to meet budgetary controls– adhere to all organizational policies and procedures
• Interact and cooperate with all members of the organization, its suppliers, and clients/customers