E-Commerce Customer Service Lead

Summary

Join a dynamic fitness and lifestyle apparel company as their E-commerce Customer Service Lead to enhance customer experience and foster strong customer relationships. This remote, full-time position offers a competitive salary and additional perks. As the Customer Service Lead, you will manage customer inquiries, resolve order issues, and optimize systems for improved service quality. You will also lead and manage a team, overseeing order fulfillment and implementing best practices. The ideal candidate possesses 3-5 years of customer service experience, including managerial experience in e-commerce, and a strong understanding of relevant software platforms. This is an incredible opportunity to work for a US-based company from home.

Requirements

• Proactive mentality
• Self-responsible and able to "own" the CX division
• 3 - 5 years of experience in customer service, with experience in a managerial role in an e-commerce or direct-to-consumer environment
• Proven ability to lead and manage a team in a fast-paced, dynamic setting
• Strong understanding of customer service software, databases, and tools, e.g. Shopify, Redo, Zendesk, and Shiphero
• Exceptional interpersonal and communication skills, with the ability to interact effectively with diverse individuals and teams
• Analytical thinker with a proven track record of improving customer service processes and outcomes
• Commitment to providing high-quality service and promoting customer satisfaction
• Flexible and adaptable, able to manage multiple priorities and navigate change effectively

Responsibilities

• Address customer inquiries and resolve issues via email and chat using Zendesk and our website’s chat functionalities
• Provide exceptional support to our Elite Membership clients, ensuring their unique needs are addressed promptly and professionally
• Communicate directly with the warehouse team to address and resolve order issues, such as out-of-stock products, changes to orders, and product-related concerns
• Oversee and manage the order fulfillment process to ensure timely and accurate deliveries while minimizing order delays
• Continuously evaluate and enhance ticketing and chat systems to improve service quality and operational efficiency
• Implement best practices and solutions to streamline workflows and enhance the overall customer service experience
• Implement SOPs for role development and potential additional service support as the role expands
• Become proficient in and develop various software platforms, including Shopify, Redo, Zendesk, and Shiphero, and explore an AI chat solution to replace the current live chat service on the website
• Troubleshoot and resolve any issues with these tools to maintain efficient and effective customer service operations

Benefits

• Competitive Salary
• This is a full-time, long-term position
• The position is immediately available and requires entering into an independent contractor agreement with TLNT
• Work from home
• Monday through Friday, 8am to 5pm (+/- 1 hour accepted) - PST
• Additional perks